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'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.