Customer Retention Manager

Varsity Tutors is seeking a Customer Retention Manager to join our team! The Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The individual in this role will lead a team of customer retention professionals and is responsible for the hiring, management, development, and performance of the team. They will lead and develop a talented customer retention team that assesses needs, renews learning memberships, strengthens client relations, and provides high-quality service to our clients. The individual in this role will work directly with other customer retention leaders and company executives and will have a direct impact on the ongoing strategies and growth of the company.

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/. The company publicly listed on the New York Stock Exchange on September 21, 2021.

Qualifications

• Level B2 English proficiency
• Bachelor’s degree preferred
• Demonstrated results and effective at building teams
• 3+ years of customer retention, client relations, or customer success experience
• Strong leadership qualities with the ability to coach, develop and motivate a team
• Experience developing retention plans and analyzing metrics
• Demonstrated ability to implement and train teams in strategic and effective retention techniques
• Experience in hiring, developing, and managing a high-performing retention team
• Ability to work independently and prioritize work
• Ability to work some evenings and weekends
• Understand and appreciate that Nerdy is an apolitical company and that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes

Responsibilities

• Hire and effectively on-board high-performing customer retention specialists
• Continually coach and develop staff to ensure success and improved results, and implement performance plans
• Manage day-to-day performance of all team members and deliver performance reviews
• Hit all performance targets for number of renewals, conversion rates, customer satisfaction, and others as determined by company
• Assess and understand the needs of our clients
• Work with leadership to generate ideas for motivational initiatives
• Lead and schedule weekly team meetings
• Embody company culture and maintain high employee engagement
• Ensure correct usage of CRM and other company used technology and platforms Nerdy Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

Benefits:

• Competitive Base Salary and Variable compensation (performance bonuses)
• Full-Time Position (40 hours per week)
• Fully Remote Position
• Once-in-a-lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Nerdy is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.