Varsity Tutors is seeking a Customer Retention Manager to join our team! The Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The individual in this role will lead a team of customer retention professionals and is responsible for the hiring, management, development, and performance of the team. They will lead and develop a talented customer retention team that assesses needs, renews learning memberships, strengthens client relations, and provides high-quality service to our clients. The individual in this role will work directly with other customer retention leaders and company executives and will have a direct impact on the ongoing strategies and growth of the company.
Qualifications:
- Demonstrated results and effective at building teams
- 3+ years of customer retention, client relations, or customer success experience
- Strong leadership qualities with the ability to coach, develop and motivate a team
- Experience developing retention plans and analyzing metrics
- Demonstrated ability to implement and train teams in strategic and effective retention techniques
- Experience in hiring, developing, and managing a high-performing retention team
- Ability to work independently and prioritize work
- Ability to work some evenings and weekends
Responsibilities:
- Hire and effectively on-board high-performing customer retention specialists
- Continually coach and develop staff to ensure success and improved results, and implement performance plans
- Manage day-to-day performance of all team members and deliver performance reviews
- Hit all performance targets for number of renewals, conversion rates, customer satisfaction, and others as determined by company
- Assess and understand the needs of our clients
- Work with leadership to generate ideas for motivational initiatives
- Lead and schedule weekly team meetings
- Embody company culture and maintain high employee engagement
- Ensure correct usage of CRM and other company used technology and platforms
Benefits:
- Competitive Base Salary and Variable compensation (performance bonuses) plus Equity in the company
- Healthcare Plans (Medical, Dental, Vision, Life)
- 401k Company Matching Plan (No Vesting Period)
- PTO and Company Holidays
- Remote work environment
- Maternity, Paternal, and Adoption Leave
- Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
- Once-in-a-lifetime opportunity to help transform how the world learns!
- Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture