Manager of Customer Success

 Varsity Tutors - Company site
 August 4, 2022
 Remote - Nashville

Overview of Position

Varsity Tutors is searching for a Manager of Customer Success to join our newly created, and rapidly growing, Varsity Tutors for Schools Team! The Manager of Customer Success will be a trusted advisor for key stakeholders, managing the client life cycle to ensure achievement of a district's desired learning outcomes, drive renewals and enable durable adoption of the Varsity Tutors product suite. 

Managing a team during a period of rapid growth, the Manager of Customer Success will lead and build a team amidst high levels of ambiguity and therefore rely on expertise and judgment to define goals, identify constraints and propose actionable strategies. The person for this role is one who can bridge gaps, connecting peers and cross functional partners with information they need and address problems that may not be clear. The Manager of Customer Success will be an advocate for Varsity Tutors, its brand, and its suite of learning products and programs.

About Varsity Tutors

Varsity Tutors, a Nerdy Company, is the leading direct-to-consumer, curated gig economy platform for live online learning benefiting both learners and experts. We have built a comprehensive online learning destination that enables the delivery of scaled high-quality live expertise for learners of all ages across thousands of subjects and multiple learning formats through the application of technology and AI. We've raised $107M million in venture capital from TCV, Learn Capital, and the Chan Zuckerberg Initiative. In September 2021,  Nerdy, the parent company of Varsity Tutors, went  public via a SPAC with TPG Pace Tech Opportunities later this year, with a $1.7 billion market valuation.

Qualifications

  • Bachelor level degree in any major
  • 5+ years of K-12 EdTech Customer Success, Implementation & Training and/or Account Management experience 
  • 3+ years management experience
  • Proficiency in Google suite, web-based presentation tools & video conference tools
  • Excellent verbal and written communication skills
  • Excellent organization & project management skills
  • Strong analytical and problem-solving skills
  • Strong customer relations skills and high emotional intelligence
  • Self-starter, highly motivated to succeed 

Responsibilities

Leadership & Operations

  • Leads a team of Individual Contributors: provides guidance in day-to-day activities & is a voice of positivity in the face of adversity
  • Hires, leads, coaches and mentors team members to grow their skills and career. Balances the right team structure given the level of skill  of individuals on the team, and in response to customer needs and business goals
  • Collaborates daily with cross-functional teams to solve immediate business needs, which may be unclear, through analysis of issues and metrics to identify areas of opportunity and spot risk. 
  • Manages the practical realities of today while strategizing with the Director of Customer Success and the Varsity Tutors for Schools Leadership team on long-term opportunities to grow the business

Onboarding & Implementation

  • Accurately track all customer related activities, communication and opportunity tracking in CRM
  • Serves as first layer of support for escalations and account coverage for onboarding, support and serves as an escalation path for customer concerns
  • Responsible for ensuring the successful onboarding school districts of all sizes and demographic makeups, ensuring full adoption and long-term success of our services
  • Collaborate with key stakeholders to build alignment on project timelines, key milestones and desired outcomes 

Customer Service & Support

  • Achieves key success metrics including adoption and engagement goals
  • Manages change at the customer level, overcomes customer objections and resolves concerns with key stakeholders 
  • Gathers customer feedback and collaborates with the Product Team to evolve Varsity Tutors’ product offering to meet emerging needs and remove friction points
  • Use data to determine success of current implementation/learning solutions and recommend changes/additions to drive desired customer outcomes 

Retention & Renewal

  • Responsible for customer satisfaction scores and net promoter scores of all B2E implementations  to ensure customer implementations are successful and lead to renewal opportunities & reference clients 

Varsity Tutors Leadership Principles

Relentless Focus on Customers * Comfort with Ambiguity * Ownership * Simplify * Intellectual Curiosity * Build Teams * Think Big * Insist on High Standards * Bias for Action * Build Trust * Go Deep * Have Conviction * Deliver Results * Are Right, a Lot

Benefits/Culture

  • Healthcare Plans (Medical, Dental, Vision, Life)
  • 401k Company Plan
  • Remote Position, fully work from home (or wherever you like!)
  • Flexible PTO plus a floating holiday
  • Paid VTO (“volunteer time off” to do community service/charity work)
  • 52 hours of Free Learning Sessions per year for you or immediate families members and free access to our Virtual School Day classes and School@Home program
  • Once in a lifetime opportunity to help revolutionize how the world learns!
  • Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Varsity Tutors is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. (INDHP)