Senior Manager - Member Services and Customer Retention (Work from Home)

Varsity Tutors, a Nerdy Company; Dallas (TX); Remote; USD 90,000 - 130,000; Full time

Job summary

A leading company seeks a Senior Manager for Member Services and Customer Retention who will lead a high-performing team focused on enhancing member experiences and reducing churn. The role combines customer care with sales enablement, requiring strong analytical skills and leadership in dynamic environments.

Benefits

Competitive salary, bonuses, and equity

Retirement plan with match

Flexible time off

Comprehensive health benefits

Qualifications

• At least 7 years in customer service, sales, or account management.
• Experience leading high-performing teams.
• Ability to handle high-pressure situations.

Responsibilities

• Develop and implement retention strategies.
• Analyze customer data for improvements.
• Mentor team members.

Skills

Analytical skills

Communication skills

Organizational skills

Multitasking skills

Adaptability

Education

Bachelor's degree

Tools

CRM tools

Data analysis tools

Job description

Senior Manager - Member Services and Customer Retention (Work from Home)

Join to apply for the Senior Manager - Member Services and Customer Retention (Work from Home) role at Varsity Tutors, a Nerdy Company.

Overview: The Senior Manager, Member Services & Retention will lead a high-performing team of retention professionals focused on delivering exceptional member experiences and reducing churn through proactive engagement and value-driven conversations. This role blends customer care with sales enablement, empowering team members to drive retention through persuasive communication, needs-based recommendations, and relationship-building.

In addition to people leadership, this role requires a strong grasp of systems, workflows, and performance levers that impact customer churn, retention outcomes, and team effectiveness. The ideal candidate is process-oriented, data-literate, and comfortable working with AI and automation tools to improve efficiency and personalization.

About Nerdy: At Nerdy (NYSE: NRDY), the company behind Varsity Tutors, we're redefining learning through our Live + AI platform, combining real-time human expertise with proprietary generative-AI systems to achieve measurable academic impact globally.

We value technologists and operators who turn ambiguous problems into solutions, iterate quickly, and leverage data for advantage. Join us if you're driven to innovate and excel in a fast-paced environment.

How we compete:

• AI-Native at every level
• Entrepreneurial velocity
• Merit-based ideas and results
• Full-stack ownership
• Impact-based rewards
• Relentless exploration of AI
• Apolitical focus on mission outcomes

If you're a technically minded builder who thrives on competition, responsibility, and redefining learning through AI, join us. Learn more at nerdy.com.

Qualifications:

• Bachelor's degree
• At least 7 years in customer service, sales, or account management
• Proven leadership in high-performing teams
• Strong analytical and communication skills
• Experience with CRM and data analysis tools
• Knowledge of customer service best practices
• Ability to handle high-pressure situations
• Organizational and multitasking skills
• Passion for customer experience
• Adaptability in dynamic environments

Responsibilities:

• Develop and implement retention strategies
• Analyze customer data for improvements
• Collaborate with teams to enhance experiences
• Resolve escalated issues
• Mentor team members
• Monitor key metrics
• Optimize processes
• Foster customer-centric culture
• Stay updated on industry trends
• Participate in planning and budgeting

Benefits:

• Competitive salary, bonuses, and equity
• Retirement plan with match
• Remote-first culture
• Flexible time off
• Continuous learning with AI tools
• Comprehensive health benefits

The Bottom Line: If impact, ownership, and innovation motivate you, you'll thrive here. We move fast, think big, and reward excellence. Join us for meaningful work.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet