Remote Head of Institutional Customer Success
at Varsity Tutors, a Nerdy Company

Summary

Join our Varsity Tutors for Schools team as a dynamic and driven Head of Institutional Customer Success. This critical senior leadership role will lead an institutional customer success division, expanding Nerdy's institutional business and maximizing team performance.

Requirements

• Bachelor’s Degree required
• 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

• 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
• Assures all customer-related activities, communications, and opportunities are tracked in the CRM
• 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
• Use data to determine the effectiveness of the customer success team
• 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
• 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
• Develops cross-functional relationships to align customer objectives, product enhancements and growth opportunities

Benefits

• Competitive Salary plus Equity in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Flexible PTO
• Fully Remote Position
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)