Customer Retention Manager – Remote at Varsity Tutors (Nerdy)

Join Nerdy and Help Students Succeed

Varsity Tutors, a proud part of Nerdy (NYSE: NRDY), is hiring a Customer Retention Manager to drive growth and help learners achieve their academic dreams. In this leadership role, you’ll guide a team of Retention Specialists dedicated to reducing churn, boosting lifetime value, and creating an exceptional customer experience—all while working fully remote.

About Nerdy

Nerdy is a leading platform for live online learning. Through our proprietary technology and AI-driven solutions, we connect students of all ages with expert tutors across more than 3,000 subjects. Our mission is simple: transform how people learn. Explore our latest shareholder letters to see our vision in action.

What You’ll Do

• Lead and coach a team of Retention Specialists to hit key KPIs like save rate and reduced churn.
• Monitor call quality, provide real-time feedback, and run targeted skill clinics.
• Optimize cancellation, downgrade, and pause workflows while ensuring accurate CRM documentation.
• Collaborate with Escalations, SalesOps, and cross-functional teams to resolve issues and refine reporting.
• Design and execute seasonal playbooks, test new save strategies, and implement best practices quickly.

Qualifications

• 3–5 years in customer retention or sales center roles, including 2+ years managing a frontline team.
• Proven results reducing churn in a subscription or membership business.
• Strong coaching, conflict resolution, and data analysis skills.
• Experience with CRM/contact center tools like Zendesk and Looker.
• Ability to thrive in a fast-paced, ambiguous environment and work evenings/weekends as needed.

Leadership & Culture

You’ll embody Nerdy’s principles: Go Deep with data, Deliver Results, Build Teams, Communicate Openly, Think Big, and stay focused on our mission to help people learn.

Perks & Benefits

• Competitive Pay: Base salary plus performance bonuses.
• Comprehensive Healthcare: Medical, dental, vision, and life insurance options.
• Retirement Plan: Immediate 401(k) company match.
• Flexible PTO: Recharge on your own schedule.
• Continuous Learning: Free family access to Nerdy’s full learning suite.
• Cutting-Edge Tools: Exclusive access to AI resources that supercharge productivity.

Sample Resume

Sample Cover Letter

Sample Reference Email

Interview Preparation Guide

Possible Questions & Suggested Answers

• How have you improved customer retention in previous roles?
  Highlight specific KPIs, strategies, and measurable results.
• Describe a time you coached a struggling team member to success.
  Explain your coaching approach and outcomes.
• What metrics are most critical to measure churn?
  Mention save rate, repeat contact, and customer lifetime value.
• How do you manage performance in a remote team?
  Discuss communication tools and accountability methods.

General Questions: Tell me about yourself, What motivates you, Describe your leadership style, Strengths and weaknesses, Why Nerdy?

Do’s & Don’ts

• Do: Research Nerdy’s platform and mission thoroughly.
• Do: Prepare data-driven examples of past success.
• Don’t: Speak negatively about previous employers.
• Don’t: Forget to ask thoughtful questions about team culture.

Preparation Checklist

• Update and tailor your resume.
• Review Nerdy’s shareholder letters for strategic insight.
• Practice remote interview etiquette: lighting, sound, and stable internet.
• Prepare professional attire for video calls.

Extra Pro Tips

Show enthusiasm for education technology and share innovative ideas for improving retention. Confidence and data-backed storytelling will set you apart.

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