Customer Retention Manager - Remote

Overview

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 Customer Retention Manager will lead a team of Retention Specialists focused on saving at-risk memberships, reducing churn, and improving lifetime value. This role drives day-to-day coaching, performance management, and process excellence across cancellations, downgrades, pauses, and escalations, partnering closely with our Customer Escalations team.

In Short

• Lead a team of Retention Specialists to enhance customer retention.
• Focus on reducing churn and improving customer lifetime value.
• Manage performance metrics and drive coaching initiatives.
• Optimize workflows for cancellations, pauses, and downgrades.
• Collaborate with cross-functional teams to resolve customer issues.
• Implement strategic retention techniques and training.
• Monitor call quality and provide real-time feedback.
• Execute seasonal playbooks and track performance.
• Embrace Nerdy’s leadership principles in team management.
• Promote a culture of transparency and collaboration.

Requirements

• 3 to 5 years in customer retention or sales center experience.
• At least 2 years managing a frontline team.
• Proven results in improving save rates in a subscription business.
• Strong coaching skills and ability to address underperformance.
• Data fluency across funnel and revenue metrics.
• Experience with modern CRM tools like Zendesk and Looker.
• Excellent communication and conflict resolution skills.
• Ability to work evenings and weekends as required.
• Support Nerdy’s mission in an apolitical manner.
• Demonstrated ability to implement effective retention strategies.

Benefits

• Competitive salary with performance-based compensation.
• Comprehensive healthcare plans for you and your family.
• 401(k) plan with immediate company match.
• Generous maternity, paternity, and adoption leave.
• Flexible PTO for personal recharge.
• Free learning membership for you and your household.
• Access to cutting-edge AI tools for productivity enhancement.