Senior Director of Institutional Customer Success

4 days ago

Little Ferry, New Jersey, United States Varsity Tutors, a Nerdy Company Full time
About the Role

We are seeking a highly experienced and dynamic Head of Institutional Customer Success to lead our Varsity Tutors for Schools team. This critical senior leadership role will be responsible for leading an institutional customer success division and playing a pivotal part in expanding our institutional business and maximizing team performance.

Key Responsibilities
  • Lead a team of customer success managers and drive the relentless execution of effective implementation and support of our institutional customers throughout the United States.
  • Design processes to maximize efficiency, effectiveness, and ensure exceptional service for our customers.
  • Collaborate with key stakeholders to build alignment on project timelines, key milestones, and desired outcomes.
  • Gather customer feedback and collaborate with internal partners to evolve Varsity Tutors' product offerings to meet emerging needs and remove friction points.
  • Use data to determine the effectiveness of the customer success team.
  • Lead the CSM team to proactively engage with customers to secure renewals and drive expansion.
  • Demonstrate effective team management, including interviewing, hiring, training, coaching, motivating, and managing a team of customer success managers.
Requirements
  • Bachelor's Degree required.
  • 10+ years of leading customer-facing organizations in a B2B customer success environment. Experience in edtech is a plus.
  • Proven experience leading and evolving teams. Ability to coach and develop teams.
  • Strong project management experience with the proven capability to lead cross-functional teams to provide timely issue resolution.
  • Ability to influence through collaboration, persuasion, negotiation, and consensus building.
  • Experience selling business cases to internal and client audiences.
  • Strong empathy for customers, and a passion for education.
  • Understanding of and a desire to grow an organization.
  • Excellent verbal and written communication skills.
  • Strong analytical and problem-solving skills.
  • Strong customer relations skills and high emotional intelligence.
  • Proficient in CRM systems (Salesforce or HubSpot preferred).
  • Proficiency in Google Suite, web-based presentation tools, and video conference tools.
About Nerdy

Nerdy (NYSE: NRDY), the parent company of Varsity Tutors, 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 ages to experts, delivering superior value on both sides of the network. Nerdy's comprehensive learning destination provides learning experiences across 3,000+ subjects and multiple formats—including Learning Memberships, one-on-one instruction, live group classes, coding, chat-based tutoring, essay review, and adaptive self-study. Nerdy's flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Its solutions are available directly to students and consumers, as well as through schools and other institutions. Nerdy Inc is publicly traded on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com.

Benefits
  • Competitive Salary plus Equity in the company.
  • Healthcare Plans (Medical, Dental, Vision, Life).
  • 401k Company Matching Plan.
  • Maternity, Paternal, and Adoption Leave.
  • Flexible PTO.
  • Fully Remote Position.
  • Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes).
  • A once-in-a-lifetime opportunity to help transform how the world learns.

Nerdy 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.

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