Sr. Customer Retention Manager

Overview of Position

Varsity Tutors is seeking a Senior Customer Retention Manager to join our team! The Sr. 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. He or she 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.

Qualifications

• Demonstrated results and effective at building teams
• No performance plans in the last 6 months
• 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

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 Salary plus Equity in the company
  • Healthcare Plans (Medical, Dental, Vision, Life)
  • 401k Company Matching Plan (No Vesting Period)
  • PTO and Company Holidays
  • Remote work environment
  • Maternity, Paternal, and Adoption Leave
  • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
  • 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.