Varsity Tutors, a Nerdy Company is hiring a
Customer Retention Manager

Summary

Join Varsity Tutors as a Customer Retention Manager and lead a team of customer retention professionals to drive business growth through hiring, management, development, and performance. The individual will assess client needs, renew learning memberships, strengthen client relations, and provide high-quality service.

Requirements

• 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

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

Benefits

• Competitive Base Salary and Variable compensation (performance bonuses) 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)