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 online learning platform. The role involves leading a team, driving customer onboarding & implementation, customer service, retention & renewal, and team development. The ideal candidate should have a Bachelor's Degree, 10+ years of experience in B2B customer success environment, strong leadership skills, empathy for customers, and proficiency in CRM systems.

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, collaborate with stakeholders to build alignment on project timelines, key milestones and desired outcomes, successfully onboard school districts of all sizes, assure all customer-related activities are tracked in the CRM
• Customer Service & Supports the Voice of the Customer: Gather customer feedback, collaborate with internal partners to evolve Varsity Tutors’ product offerings, achieve key success metrics including adoption, engagement and renewals and customer sentiment, help manage change at the customer level
• Retention & Renewal: Leads the CSM team to proactively engage with customers to secure renewals and drive expansion, develop relationships with key stakeholders to build reference accounts and develop net promoter accounts, secure resources and approvals for research case studies
• Team Development: Demonstrates effective team management, supports Customer Success Managers to enable them to build successful relationships with customers, develops cross functional relationships to align customer objectives, product enhancements and growth opportunities

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!