Senior Manager, Member Services & Retention

Overview:

The Senior Manager, Member Services & Retention will oversee a team of customer service professionals responsible for fostering positive customer experiences and driving member retention efforts. This role will develop and execute strategies to enhance customer satisfaction, resolve escalated issues, and implement initiatives to mitigate member churn. The ideal candidate will possess exceptional leadership abilities, a customer-centric mindset, and a track record of success in implementing customer retention programs.

About Nerdy:

At Nerdy (NYSE: NRDY) -  the company behind Varsity Tutors - we’re redrawing the blueprint of learning. Our Live + AI™ platform fuses real-time human expertise with proprietary generative-AI systems, setting a new bar for measurable academic impact at global scale. 

We recruit the kind of technologists and operators you’d bet on as solo founders - people who turn ambiguous problems into shipping code, iterate faster than markets move, and compound their advantage with every data point. In an era where great employees can deliver 10-times the leverage of the merely good, we back those who play to win.

Fortune favors the bold. Join us.

How we compete:

  • AI-Native at every level
    From the CEO to day-one hires, everyone builds and ships with generative AI. If you’re not wielding AI, you’re not done.

  • Entrepreneurial velocity
    Move at founder speed, prototype in hours, and measure in real user outcomes. Slow teams die.

  • Free-market rigor
    Ideas rise or fall on merit and results - no committees, no politics, no cap on upside.

  • Full-stack ownership
    You design, build, and run what you ship; accountability is a feature, not a bug.

  • Reward for contribution
    Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both what you achieve and how you achieve it: living our leadership principles and using AI effectively are formally measured and rewarded.

  • Relentless exploration
    Push the frontier of generative AI in live learning and - because only the paranoid survive - questioning every legacy assumption along the way.

  • Is Apolitical
    You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

If you’re a technically minded builder who thrives on open competition, personal responsibility, and the chance to redefine how the world learns - while continually stretching the limits of what generative AI can do - come do the most ambitious and rewarding work of your career here. Learn more at nerdy.com.

Nerdy’s shareholder letters below explain our latest products and strategy:

Qualifications:

  • Bachelor's degree required.

  • Minimum of 7 years of experience in customer service, sales, or account management roles.

  • Proven success in leading and motivating high-performing teams

  • Strong analytical and problem-solving skills

  • Excellent written and verbal communication abilities

  • Proficiency in customer relationship management (CRM) software and data analysis tools

  • Knowledge of industry best practices and customer service trends

  • Ability to handle high-pressure situations and make sound decisions

  • Strong organizational and multitasking skills

  • Passion for delivering exceptional customer experiences

  • Comfortable working in fast-paced, dynamic environments where priorities can shift quickly.

  • Ability to embrace change with a positive, solution-oriented mindset.

Responsibilities:

  • Develop and implement customer retention strategies and initiatives

  • Analyze customer data and feedback to identify areas for improvement

  • Collaborate with cross-functional teams to enhance customer experiences

  • Oversee the resolution of escalated customer issues and complaints

  • Mentor and coach team members to ensure consistent service delivery

  • Monitor and report on key customer service metrics and performance indicators

  • Identify opportunities for process optimization and operational efficiencies

  • Foster a customer-centric culture within the team and organization

  • Stay updated on industry trends and best practices in customer service

  • Participate in strategic planning and budget management for the department

Unleash Your Potential at Nerdy:

At Nerdy, you'll earn your success through meritocracy and exceptional outcomes. Our benefits reward performance and initiative:

  • Competitive Compensation & Advancement: Market-leading salary paired with clear promotion pathways and equity (RSUs) - become an owner in our success.

  • Retirement Made Simple: 401(k) plan with company match and immediate vesting. 

  • A Remote-First Culture: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are.

  • Flexible Time Off: Recharge on your terms, ensuring maximum productivity.

  • Continuous Learning: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services.

  • Supercharge with AI: Leverage cutting-edge AI tools to accelerate your workflow.

  • You’re Covered: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves - numerous options for you and your family.

The Bottom Line:

If you're driven by impact, energized by ownership, and excited to help shape what’s next, you’ll thrive here. We move fast, think big, and reward those who deliver. This isn’t a traditional corporate environment - it’s a place to do the most meaningful work of your career.

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