Overview:
Nerdy is seeking a highly motivated and strategic Senior Manager, Customer Intelligence & Automation to build and lead our Customer Intelligence & Automation function from the ground up. This role is a unique opportunity for an experienced leader to create proactive retention strategies that improve customer experience, reduce churn, and drive long-term value.
The ideal candidate has a strong background in customer success and lifecycle management, with the ability to develop and operationalize a customer health score framework. This person will partner closely with cross-functional teams to implement systems and processes that flag early signs of risk and trigger timely interventions. While this role begins as an individual contributor, we expect this leader to grow and manage a team over time.
If you’re a technically curious builder who thrives on ambiguity, speed to value, and the opportunity to redefine how the world learns — while pushing the boundaries of what generative AI can do — this is your chance to do the most ambitious and rewarding work of your career.
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 level
From the CEO to day-one hires, everyone builds and ships with generative AI. If you’re not wielding AI, you’re not done. - Entrepreneurial velocity
Move 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 contribution
Pay rises with impact, not years. Outstanding results earn outsized rewards. We evaluate both what you achieve and howyou achieve it: living our leadership principles and using AI effectively are formally measured and rewarded. - Relentless exploration
Push the frontier of generative AI in live learning and – because only the paranoid survive – questioning every legacy assumption along the way. - Is Apolitical
You 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 atnerdy.com.
Nerdy’s shareholder letters below explain our latest products and strategy:
Qualifications:
- 5+ years of experience in customer success, customer retention, customer journey optimization, or churn analysis / risk management, preferably in tech, SaaS, or education.
- Experience building or optimizing a customer health score or proactive retention system.
- Demonstrated ability to lead through influence, especially in cross-functional environments.
- Strong analytical mindset with experience using data to shape strategy and measure impact.
- Excellent communicator and project manager, comfortable presenting to leadership and driving alignment across teams.
- Experience in a high-growth or startup environment with a bias for action.
- Experience with AI-native tools that enhance productivity and speed (Cursor, Make.com, Supabase, Netlify, Claude Code, n8n, Firecrawl, ChatGPT, Grok, Bolt, Vercel, etc.) preferred.
- Intellectual curiosity and the desire to teach yourself AI-native tools required.
- Excited by the opportunity to build something from the ground up and grow into a leadership role.
Responsibilities:
- Build and own the Customer intelligence and proactive support strategy and operating model from scratch, including designing the customer health score framework and playbooks for risk-based outreach.
- Monitor customer usage, engagement, and support data to proactively identify at-risk accounts and intervene before cancellation decisions are made.
- Establish scalable processes for onboarding, success planning, and lifecycle communications that drive adoption and satisfaction.
- Serve as the voice of the customer by identifying recurring themes, product friction points, and service gaps, and presenting insights cross-functionally to drive improvements.
- Collaborate cross-functionally with support, product, engineering, marketing, and sales to align on customer retention goals and deliver a seamless experience.
- Use data to continuously refine and improve the customer health score to ensure it accurately reflects satisfaction and churn risk.
- Define and track KPIs that measure customer health, retention, and engagement, sharing progress and insights with leadership.
- In the long term, recruit, coach, and manage a high-performing Customer Success team to scale impact across our customer base.
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 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.
