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 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.

In Short

• Hire and effectively on-board high-performing customer retention specialists
• Continually coach and develop staff to ensure success and improved results
• Manage day-to-day performance of all team members
• Hit all performance targets for renewals, conversion rates, and customer satisfaction
• Assess and understand the needs of our clients
• Work with leadership to generate ideas for motivational initiatives
• Lead and schedule weekly team meetings
• Ensure correct usage of CRM and other company used technology and platforms
• Embody company culture and maintain high employee engagement
• Demonstrated ability to implement and train teams in effective retention techniques

Requirements

• Bachelor's degree preferred
• 3+ years of customer retention, client relations, or customer success experience
• Strong leadership qualities with the ability to coach and motivate a team
• Experience developing retention plans and analyzing metrics
• Ability to work independently and prioritize work
• Ability to work some evenings and weekends
• Understand and appreciate that Nerdy is an apolitical company focused on helping people learn

Benefits

• Competitive Base Salary and Variable compensation (performance bonuses)
• 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
• Fun, collaborative, and team-oriented work environment