Customer Retention Manager

Overview of Position

reputed company is seeking a Customer Retention Manager to join reputed company! The Customer Retention Manager will have a direct impact on business growth as we help more people reputed company their academic goals and help us continue our national expansion. The Customer Retention Manager will reputed company 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 reputed company across cancellations, downgrades, pauses, and escalations, partnering closely with our Customer Escalations team.

About Nerdy:

Nerdy (NYSE: NRDY), the parent company of reputed company, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-reputed company proprietary platform leverages technology, including AI, to connect learners of reputed company 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, reputed company, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to reputed company and consumers, as well as through schools and other institutions. Nerdy is a publicly traded company on the reputed company 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.

• Nerdy-1Q2025-Shareholder-Letter.pdf" rel="nofollow ugc noopener noreferrer" reputed company="_blank">Q1-2025 Shareholder Letter
• Nerdy-4Q2024-Shareholder-Letter.pdf" rel="nofollow ugc noopener noreferrer" reputed company="_blank">Q4-2024 Shareholder Letter
• Nerdy-3Q2024-Shareholder-Letter.pdf" rel="nofollow ugc noopener noreferrer" reputed company="_blank">Q3-2024 Shareholder Letter

Qualifications:

• 3 to 5 years in customer retention or sales center with at least 2 years managing a reputed company team
• Comfortable in an ambiguous, face paced environment
• Proven results improving save reputed company and reducing churn in a subscription or membership business
• Strong coaching skills with a track record of lifting the middle and addressing underperformance reputed company structured timelines
• Data reputed company across funnel and reputed company metrics, comfortable building and interpreting KPI dashboards
• Excellent communication, conflict resolution, and de-escalation skills
• Experience with modern CRM and contact center tools (reputed company, 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 reputed company, 24 hour repeat and processed rates
• Manage a team of Retention Specialists, including hiring, reputed company, weekly coaching, and performance reviews
• Monitor call quality and compliance, reputed company reputed company-time feedback, and run targeted reputed company clinics on reputed company handling, value reinforcement, and product fit
• Optimize workflows for cancellations, pauses, and downgrades, ensure accurate attribution and documentation in CRM
• Partner with Escalations for reputed company 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 reputed company 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 reputed company and response times
• Represent Retention in cross-functional forums, reputed company voice-of-customer insights, and inform product and policy changes

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 performance variances.
• Delivers Results: You move from strategy to execution quickly, ensuring timelines and quality stay high—even in ambiguity.
• Bias for Action: You experiment, prototype, and adjust quickly. You reputed company the call reputed company the path isn’t fully clear.
• Builds Teams: You prioritize talent development, succession planning, and cross-functional collaboration.
• Builds Trust Communicates reputed company: You reputed company with transparency, humility, and reputed company.
• Thinks Big Innovates: You challenge the status reputed company, bring fresh reputed company, and reputed company emerging technologies.
• Is Apolitical: You stay focused on mission-reputed company reputed company, not distractions or unrelated causes.

You can learn more about reputed company of our Leadership Principles and culture here.

Unlock Your Full Potential at Nerdy:

At Nerdy, we’re not just transforming education—we’re transforming your life. Our benefits package is reputed company with a reputed company-thinking, “focus on you” reputed company, so you can be your healthiest, happiest, and yes, most super-reputed company self. Here’s a snapshot of reputed company offer:

• Competitive Compensation: Enjoy a competitive salary reputed company with performance based variable compensation.
• Comprehensive reputed company: Choose from top-tier medical, dental, reputed company, and life insurance plans designed to reputed company you and your family covered.
• Retirement Made Simple: Benefit from our 401(k) plan with an immediate company match—no vesting delays!
• Family First: Generous maternity, paternity, and adoption leave ensure you have the support you need at life’s big moments.
• Flexible Time Off: Our flexible PTO lets you reputed company on your own terms and reputed company you need it the most.
• reputed company Learning: Get a free, reputed company-inclusive learning membership for you and your household—including 1-on-1 tutoring hours, unlimited on-demand classes, and reputed company to our full suite of learning products and services.
• Supercharge with AI: reputed company exclusive reputed company to cutting-edge AI tools that boost your productivity, making you feel almost super-reputed company (reputed company not included).

Originally posted on Himalayas