Senior Manager - Member Services & Customer Retention

Overview:

Nerdy is looking for a Senior Manager of Member Services & Retention to join our team! The Senior Manager of Member Services & Retention will oversee a team of customer service professionals responsible for fostering positive customer experiences and driving member retention efforts. This role will develop and execute strategies to enhance customer satisfaction, resolve escalated issues, and implement initiatives to mitigate member churn. The ideal candidate will possess exceptional leadership abilities, a customer-centric mindset, and a track record of success in implementing customer retention programs.

About Nerdy:

At Nerdy (NYSE: NRDY) -  the company behind Varsity Tutors - we’re redrawing the blueprint of learning. Our Live + AI™ platform fuses real-time human expertise with proprietary generative-AI systems, setting a new bar for measurable academic impact at global scale. 

We recruit the kind of technologists and operators you’d bet on as solo founders - people who turn ambiguous problems into shipping code, iterate faster than markets move, and compound their advantage with every data point. In an era where great employees can deliver 10-times the leverage of the merely good, we back those who play to win.

Fortune favors the bold. Join us.

How we compete:

• AI-Native at every level
  From the CEO to day-one hires, everyone builds and ships with generative AI. If you’re not wielding AI, you’re not done.
• Entrepreneurial velocity
  Move at founder speed, prototype in hours, and measure in real user outcomes. Slow teams die.
• Free-market rigor
  Ideas rise or fall on merit and results - no committees, no politics, no cap on upside.
• Full-stack ownership
  You design, build, and run what you ship; accountability is a feature, not a bug.
• Reward for contribution
  Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both what you achieve and how you achieve it: living our leadership principles and using AI effectively are formally measured and rewarded.
• Relentless exploration
  Push the frontier of generative AI in live learning and - because only the paranoid survive - questioning every legacy assumption along the way.
• Is Apolitical
  You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

If you’re a technically minded builder who thrives on open competition, personal responsibility, and the chance to redefine how the world learns - while continually stretching the limits of what generative AI can do - come do the most ambitious and rewarding work of your career here. Learn more at nerdy.com.

Nerdy’s shareholder letters below explain our latest products and strategy:

• Q1-2025 Shareholder Letter
• Q4-2024 Shareholder Letter
• Q3-2024 Shareholder Letter

Qualifications:

• Bachelor's degree required.
• Minimum of 7 years of experience in customer service, sales, or account management roles.
• Proven success in leading and motivating high-performing teams
• Strong analytical and problem-solving skills
• Excellent written and verbal communication abilities
• Proficiency in customer relationship management (CRM) software and data analysis tools
• Knowledge of industry best practices and customer service trends
• Ability to handle high-pressure situations and make sound decisions
• Strong organizational and multitasking skills
• Passion for delivering exceptional customer experiences
• Comfortable working in fast-paced, dynamic environments where priorities can shift quickly.
• Ability to embrace change with a positive, solution-oriented mindset.

Responsibilities:

• Develop and implement customer retention strategies and initiatives
• Analyze customer data and feedback to identify areas for improvement
• Collaborate with cross-functional teams to enhance customer experiences
• Oversee the resolution of escalated customer issues and