About Company
Join Varsity Tutors as the Head of Customer Success - Remote Position
Posted on: September 4, 2024
Varsity Tutors, a part of Nerdy Inc., is seeking a dynamic and driven individual to join our team as the Head of Customer Success. This is a remote position, available to candidates within the USA. We offer a competitive salary, variable compensation, and equity options.
About the Role
As the Head of Institutional Customer Success, you will lead our Varsity Tutors for Schools team. In this senior leadership role, you will be pivotal in expanding Nerdy’s institutional business and maximizing team performance. You will lead a team of Customer Success Managers and ensure the effective implementation and support of our institutional customers nationwide.
Key Responsibilities
- Onboarding & Implementation:
- Designing processes to maximize efficiency and exceptional customer service
- Collaborating with key stakeholders to align on project timelines and desired outcomes
- Ensuring successful onboarding and long-term success for all school districts
- Tracking all customer-related activities, communications, and opportunities in the CRM
- Customer Service & Support:
- Gathering customer feedback and evolving Varsity Tutors’ product offerings
- Achieving key success metrics including adoption, engagement, renewals, and customer sentiment
- Managing change at the customer level and resolving concerns with key stakeholders
- Using data to evaluate and improve team effectiveness
- Retention & Renewal:
- Proactively engaging with customers to secure renewals and drive expansion
- Building relationships with key stakeholders to develop reference and net promoter accounts
- Conducting research case studies for marketing purposes
- Team Development:
- Interviewing, hiring, training, and managing a team of Customer Success Managers
- Supporting Customer Success Managers to build successful customer relationships
- Developing cross-functional relationships to align objectives, product enhancements, and growth opportunities
- Leadership & Culture:
- Building teams with high standards and audacious goals
- Encouraging a bias for action and delivering quality results
- Fostering trust, understanding, and effective communication within the team
- Promoting Nerdy’s apolitical stance and focus on education
Qualifications
- Bachelor’s Degree
- 10+ years of experience in a B2B customer success environment, preferably in edtech
- Proven leadership and team development skills
- Strong project management and cross-functional team leadership capabilities
- Excellent communication, analytical, and problem-solving skills
- Proficiency in CRM systems (Salesforce or HubSpot preferred) and Google Suite
About Nerdy Inc.
Nerdy Inc. (NYSE: NRDY), the parent company of Varsity Tutors, is a leader in online learning. Our proprietary platform leverages AI to connect learners with experts, offering a comprehensive educational experience across 3,000+ subjects. Our flagship business, Varsity Tutors, is one of the largest platforms for live online tutoring and classes in the nation. Learn more about us at .
Benefits
- Competitive Salary, Variable Compensation, and Equity options
- Comprehensive Healthcare Plans (Medical, Dental, Vision, Life)
- 401k Company Matching Plan
- Maternity, Paternal, and Adoption Leave
- Remote Position with Flexible PTO
- Free Learning Membership for you and your household
- Opportunity to transform the way the world learns!