Mergers and Acquisitions Analyst
DOXA
Customer Retention Manager
Nerdy Dragon
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona, District of Columbia, Florida, North Carolina, Ohio, Pennsylvania, Tennessee, Utah, Washington
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead a team of Retention Specialists focused on saving at-risk memberships, reducing churn, and improving lifetime value
- Drive day-to-day coaching, performance management, and process excellence across cancellations, downgrades, pauses, and escalations
- Own team performance on retention KPIs, including lost revenue, 24 hour repeat and processed rates
- Manage hiring, onboarding, weekly coaching, and performance reviews for Retention Specialists
- Monitor call quality and compliance, provide real-time feedback, and run targeted skill clinics on objection handling, value reinforcement, and product fit
- Optimize workflows for cancellations, pauses, and downgrades; ensure accurate attribution and documentation in CRM
- Partner with Escalations for complex cases, resolve customer issues quickly, and prevent repeat contacts
- Collaborate with SalesOps to track impact and refine reporting
- Execute Back-to-School and other seasonal playbooks, including mindset reframing, messaging pillars, track-specific scripts, and feature positioning by grade level
- Drive test-and-learn experiments on scripts, offers, and save strategies, and roll out wins with clear SOP updates
- Manage intraday performance, schedules, service levels, and response times
- Represent Retention in cross-functional forums, share voice-of-customer insights, and inform product and policy changes
Requirements
- 3 to 5 years in customer retention or sales center with at least 2 years managing a frontline team
- Comfortable in an ambiguous, face paced environment
- Proven results improving save rate and reducing churn in a subscription or membership business
- Strong coaching skills with a track record of lifting the middle and addressing underperformance within structured timelines
- Data fluency across funnel and revenue metrics, comfortable building and interpreting KPI dashboards
- Excellent communication, conflict resolution, and de-escalation skills
- Experience with modern CRM and contact center tools (Zendesk, Looker)
- Demonstrated ability to implement and train teams in strategic and effective retention techniques
- Ability to work evenings and weekends as required
- Embraces and supports Nerdy as an apolitical company and recognizes that we can have the largest impact if we are united in our focus on helping people learn and not divided or distracted by advancing unrelated causes
