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

Varsity Tutors, a Nerdy Company; Philadelphia (Philadelphia County); Remote; USD 90,000 - 120,000; Full time

Job summary

A leading company in the technology sector seeks a Senior Manager for Member Services and Customer Retention. This work-from-home role involves leading a team focused on enhancing member experiences and reducing churn through effective communication and relationships. The ideal candidate will possess strong leadership and analytical skills, with a passion for delivering exceptional customer outcomes.

Benefits

Competitive Compensation and Advancement

401(k) plan with company match

Flexible Time Off

Continuous Learning membership

Comprehensive health coverage

Qualifications

• Minimum of 7 years of experience in customer service, sales, or account management.
• Proven success in leading high-performing teams.
• Comfortable working in fast-paced environments.

Responsibilities

• Develop and implement customer retention strategies.
• Analyze customer data and feedback.
• Mentor team members for consistent service delivery.

Skills

Analytical skills

Problem-solving skills

Excellent communication

Organizational skills

Customer relationship management

Education

Bachelor's degree

Tools

CRM software

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 has a heavy sales focus, blending customer care with sales enablement by 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 directly impact customer churn, retention outcomes, and overall team effectiveness. The ideal candidate is process-oriented, data-literate, and comfortable working with tools that leverage AI and automation to improve efficiency and personalization.

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 complaints.
• Mentor and coach team members to ensure consistent service delivery.
• Monitor and report on key customer service metrics and performance indicators.
• Identify opportunities for process optimization and operational efficiencies.
• Foster a customer-centric culture within the team and organization.
• Stay updated on industry trends and best practices in customer service.
• Participate in strategic planning and budget management for the department.

Unleash Your Potential at Nerdy: At Nerdy, you'll earn your success through meritocracy and exceptional outcomes. Our benefits reward performance and initiative:

• Competitive Compensation & Advancement: Market-leading salary plus variable bonus compensation, paired with clear promotion pathways and equity (RSUs) - become an owner in our success.
• Retirement Made Simple: 401(k) plan with company match and immediate vesting.
• A Remote-First Culture: We embrace flexibility across time zones and working styles to attract top talent and meet learners where they are.
• Flexible Time Off: Recharge on your terms, ensuring maximum productivity.
• Continuous Learning: Access an all-inclusive learning membership for you and your household, including 1:1 tutoring hours, unlimited on-demand classes, and our full suite of learning products and services.
• Supercharge with AI: Leverage cutting-edge AI tools to accelerate your workflow.
• You're Covered: Medical, dental, vision, life, STD & LTD plans plus strong maternity, paternity, and adoption leaves - numerous options for you and your family.

The Bottom Line: If you're driven by impact, energized by ownership, and excited to help shape what's next, you'll thrive here. We move fast, think big, and reward those who deliver. This isn't a traditional corporate environment - it's a place to do the most meaningful work of your career.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Technology, Information and Internet

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