• Job Description

  Req#: 6953093
  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 levelFrom the CEO to day-one hires, everyone builds and ships with generative AI. If you're not wielding AI, you're not done.
  • Entrepreneurial velocityMove 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 contributionPay 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 explorationPush the frontier of generative AI in live learning and - because only the paranoid survive - questioning every legacy assumption along the way.
  • Is ApoliticalYou 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.

• About the company

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