Customer Retention Manager

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 Customer Retention Manager will lead a team of Retention Specialists focused on saving at-risk memberships, reducing churn, and improving lifetime value. This role drives day-to-day coaching, performance management, and process excellence across cancellations, downgrades, pauses, and escalations, partnering closely with our Customer Escalations team. Responsibilities include owning team performance on retention KPIs, managing a team of specialists, monitoring call quality, optimizing workflows, partnering with Escalations, collaborating with SalesOps, executing playbooks, driving experiments on scripts, managing intraday performance, and representing Retention in cross-functional forums. The role also requires embodying Nerdy’s leadership principles, such as going deep, delivering results, and building teams.