Varsity Tutors, a Nerdy Company is hiring a
Head of Institutional Customer Success

Summary

The job is for a Head of Institutional Customer Success at Nerdy, a leading platform for live online learning. The role involves leading a team, onboarding and supporting customers, gathering feedback, retaining and renewing customers, developing the customer success team, and demonstrating effective leadership and culture.

Requirements

• Bachelor’s Degree
• 10+ years of leading customer-facing organizations in a B2B customer success environment. Experience in edtech is a plus
• Proven experience leading and evolving teams. Ability to coach and develop teams
• Strong project management experience with the proven capability to lead cross functional teams to provide timely issue resolution
• Ability to influence through collaboration, persuasion, negotiation and consensus building
• Experience selling business cases to internal and client audiences
• Strong empathy for customers, and a passion for education
• Understanding of and a desire to grow an organization
• Excellent verbal and written communication skills
• Strong analytical and problem-solving skills
• Strong customer relations skills and high emotional intelligence
• Proficient in CRM systems (Salesforce or HubSpot preferred)
• Proficiency in Google Suite, web-based presentation tools & video conference tools

Responsibilities

• Onboarding & Implementation: Design processes to maximize efficiency, effectiveness, and ensure exceptional service for our customers. Collaborate with key stakeholders to build alignment on project timelines, key milestones and desired outcomes. Successfully onboard school districts of all sizes and demographic makeups, ensuring full adoption and long-term success of our platform services
• Customer Service & Supports the Voice of the Customer: Gathers customer feedback and collaborates with internal partners to evolve Varsity Tutors’ product offerings to meet emerging needs and remove friction points. Achieves key success metrics including adoption, engagement and renewals and customer sentiment. Helps manage change at the customer level. Leads the CSM team to overcome customer objections and resolves concerns with key stakeholders
• Retention & Renewal: Leads the CSM team to proactively engage with customers to secure renewals and drive expansion. Develops relationships with key stakeholders to build reference accounts and develop net promoter accounts. Secures resources and approvals for research case studies to use for marketing purposes, inclusive of data collection, surveys, and customer testimonials
• Team Development: Demonstrates effective team management, including interviewing, hiring, training, coaching, motivating, & managing a team of customer success managers. Supports Customer Success Managers to enable them to build successful relationships with customers

Benefits

• Competitive Salary, Variable Compensation, and Equity (Restricted Stock Units) in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Unique opportunity to help transform how the world learns!