Remote Customer Success Manager at Varsity Tutors

Are you ready to join an innovative and dynamic team that is revolutionizing the education industry? Varsity Tutors for Schools is actively seeking a passionate and highly motivated Customer Success Manager to drive our mission of empowering students and transforming the learning experience. As a Customer Success Manager, you will play a pivotal role in shaping the success of our partner districts in the United States.

In this dynamic role, you will take ownership of the entire client lifecycle, from initial onboarding to successful renewals. You will serve as a trusted advisor, collaborating closely with district leaders and educators to understand their unique needs and challenges. By leveraging your exceptional customer focus and deep understanding of our solutions, you will develop and execute tailored strategies to drive student success and maximize the value our platform delivers.

Key to your success in this role will be your ability to establish and nurture strong relationships with key stakeholders. You will serve as the primary point of contact for your assigned book of business, offering proactive support, guidance, and best practices to ensure districts extract the maximum value from our platform. By leveraging your exceptional interpersonal and communication skills, you will cultivate long-term partnerships built on trust, transparency, and shared goals.

In addition to your day-to-day responsibilities, you will collaborate closely with cross-functional teams, including sales, product development, and operations, to provide valuable insights and feedback from the field. Your contributions will directly influence the evolution of our solutions, ensuring that we continue to deliver cutting-edge technology and exceptional support to our partner districts.

About Nerdy

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, is a leading platform for live online learning, with a mission to transform the way people learn through technology. The Company’s purpose-built proprietary platform leverages technology, including AI, to connect learners of all 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, Varsity Tutors, is one of the nation’s largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Learn more about Nerdy at https://www.nerdy.com/.

Key Responsibilities:

• Onboarding: Manage the onboarding process for new clients, providing necessary training and support to integrate tutoring services into their district effectively.
• Sales Support: Collaborate closely with the sales team throughout the customer lifecycle to ensure client needs are met.
• Implementation: Work with clients to create and execute implementation plans aligned with their goals and objectives.
• Develop Educational Materials: Assist in the creation of training courses and educational materials.
• Reporting: analyze business data and present information to clients.
• Consumption: Ensure full contract value across all accounts is consumed by maintaining implementation records to track progress and identify gaps. Monitor clients’ usage of tutoring services and seek opportunities to improve or expand offerings.
• Revenue Management: Utilize revenue metrics to ensure that deliverables align with the scope of services.
• Data Analysis: Analyze data to evaluate the effectiveness of learning solutions and recommend changes/additions to achieve customer goals.
• Customer Service: Deliver prompt and effective customer service, resolving any issues or concerns in a courteous and professional manner. Be an owner across all accounts in an MVP model.
• Proactive Engagement: Engage customers through phone, email, video call, in-person visits, and targeted campaigns to secure renewals and expand services.
• Retention: Develop and implement retention strategies to ensure that clients continue to use tutoring services year after year.
• Renewal Management: Manage the contract renewal process, negotiate pricing and terms as necessary, and maintain a partnership with clients.

Key Requirements:

• Ability to travel to customer locations as needed to ensure customer satisfaction (up to 35% including overnight travel).
• Bachelor’s degree in business, education, or a related field.
• At least 3 years of experience in a customer success role, preferably in the education industry.
• Strong communication and interpersonal skills, with the ability to establish and maintain relationships with key stakeholders.
• Proficiency in CRM Software: Customer Relationship Management (CRM) software is crucial for managing customer interactions and tracking customer success metrics. Experience with CRM tools, such as Salesforce or Zendesk is highly beneficial.
• Proven track record of managing the full client life cycle, from onboarding to renewal.
• Accountability and personal organization are essential.
• Ability to work independently and as part of a team, with a strong focus on collaboration.
• Excellent problem-solving skills, with the ability to proactively identify and resolve issues.
• Strong project management skills, with the ability to manage multiple projects simultaneously.
• Passion for education and a strong commitment to helping students achieve their full potential.

Varsity Tutors Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

Benefits/Culture

• Competitive Salary, Variable Compensation, and Equity in the company
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan
• Maternity, Paternal, and Adoption Leave
• Remote Position
• Flexible PTO
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Unique opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)

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