Customer Retention Manager
Skills
- Proven track record improving save rate and reducing churn in subscription or membership businesses
- Strong frontline coaching and performance management skills
- Data fluency with KPI dashboards and funnel/revenue metrics
- Experience with modern CRM and contact center tools (e.g., Zendesk) and analytics tools (e.g., Looker)
- Excellent communication, conflict resolution, and de-escalation skills
- Ability to run experiments, interpret results, and scale winning playbooks
- Willingness to work evenings and weekends as required
Responsibilities
- Own team performance on retention KPIs including lost revenue, repeat contacts, and processed rates
- Manage hiring, onboarding, weekly coaching, and performance reviews for Retention Specialists
- Monitor call quality and compliance; provide real-time feedback and targeted skill clinics
- Optimize workflows for cancellations, pauses, and downgrades and ensure accurate CRM documentation
- Partner with Escalations and SalesOps to resolve complex cases and track retention impact
- Design and execute seasonal playbooks and run test-and-learn experiments on scripts and offers
- Manage intraday performance, schedules, service levels, and response times
- Represent retention in cross-functional forums and share voice-of-customer insights
Education
- Bachelor’s degree or equivalent experience preferred
Benefits
- Competitive base salary with performance-based variable compensation
- Comprehensive medical, dental, vision, and life insurance plans
- 401(k) with immediate company match
- Generous parental and adoption leave
- Flexible PTO
- Free, all-inclusive learning membership including 1:1 tutoring and on-demand classes
- Access to AI productivity tools
Average salary estimate
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Nerdy (NYSE: NRDY) 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...
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