Customer Retention Manager

Overview of Position

Varsity Tutors is seeking a Customer Retention Manager to join our team! The Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The Customer Retention Manager will lead a team of Retention Specialists focused on saving at-risk memberships, reducing churn, and improving lifetime value. This role drives day-to-day coaching, performance management, and process excellence across cancellations, downgrades, pauses, and escalations, partnering closely with our Customer Escalations team.

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all ages to experts, delivering superior value on both sides of the network. Nerdy’s comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including one-on-one instruction, small group classes, large format group classes, and adaptive self-study. Nerdy’s flagship business, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions.  Nerdy is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com/.

Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building. 

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

Qualifications:

• 3 to 5 years in customer retention or sales center with at least 2 years managing a frontline team
• Comfortable in an ambiguous, face paced environment
• Proven results improving save rate and reducing churn in a subscription or membership business
• Strong coaching skills with a track record of lifting the middle and addressing underperformance within structured timelines
• Data fluency across funnel and revenue metrics, comfortable building and interpreting KPI dashboards
• Excellent communication, conflict resolution, and de-escalation skills
• Experience with modern CRM and contact center tools (Zendesk, Looker)
• Demonstrated ability to implement and train teams in strategic and effective retention techniques
• Ability to work evenings and weekends as required
• Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes

Responsibilities:

• Own team performance on retention KPIs, including lost revenue, 24 hour repeat and processed rates
• Manage a team of Retention Specialists, including hiring, onboarding, weekly coaching, and performance reviews 
• Monitor call quality and compliance, provide real-time feedback, and run targeted skill clinics on objection handling, value reinforcement, and product fit
• Optimize workflows for cancellations, pauses, and downgrades, ensure accurate attribution and documentation in CRM
• Partner with Escalations for complex cases, resolve customer issues quickly, and prevent repeat contacts
• Collaborate with SalesOps to track impact and to refine reporting
• Execute Back-to-School and other seasonal playbooks, including mindset reframing, messaging pillars, track-specific scripts, and feature positioning by grade level
• Drive test-and-learn experiments on scripts, offers, and save strategies, and roll out wins with clear SOP updates
• Manage intraday performance, manage schedules, and maintain service levels and response times
• Represent Retention in cross-functional forums, share voice-of-customer insights, and inform product and policy changes
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Leadership & Culture Expectations:

You will embody and promote Nerdy’s leadership principles:

• Goes Deep: You personally engage with metrics, audits, and data, ensuring you understand the "why" behind perfor