Director, Member Services & Retention

Nerdy is seeking a Director of Member Services & Retention to lead strategic initiatives focused on maximizing engagement, reducing churn, and increasing lifetime value across our consumer membership base. You will own key components of the customer lifecycle—focusing on post-purchase experience, ongoing engagement, and reactivation—with the goal of driving customer satisfaction and long-term loyalty.

This is a high-impact leadership role ideal for a strategic operator who can combine analytical rigor with a passion for customer experience. You’ll work cross-functionally with teams across Product, Marketing, and Operations to drive measurable improvements in retention and re-engagement outcomes. The ideal candidate is customer-obsessed, data-savvy, and excited to shape the future of how we deliver value to members at scale.

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 one-on-one instruction, small group classes, large format group classes, 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 is a publicly traded company on the New York Stock Exchange. Learn more about Nerdy at https://www.nerdy.com/. 

Nerdy’s shareholder letters below explain the product and strategy and are the most effective way to learn about what the company is building.

• Q4-2024 Shareholder Letter
• Q3-2024 Shareholder Letter
• Q2-2024 Shareholder Letter

Why this role matters:

This is a pivotal moment at Nerdy: we're doubling down on AI as a catalyst for Human Interaction (AI for HI®). Our newest AI-driven initiatives—including real-time Tutor Copilot, session summarization engines, predictive churn analytics, and agent-based customer lifecycle optimization—are transforming how we scale impactful learning experiences. The Director will play a key leadership role in integrating and operationalizing these AI innovations to unlock smarter, faster, and more personalized customer experiences that improve customer retention and satisfaction.

Qualifications:

• 10+ years of experience in customer lifecycle, retention, customer experience, or subscription/membership strategy, including at least 3+ years managing managers.
• Demonstrated success driving customer retention and engagement strategies across lifecycle touchpoints, preferably in a technology-enabled, consumer-facing environment.
• Proven ability to lead data-driven decision-making using tools such as SQL, Tableau, or similar platforms.
• Experience collaborating cross-functionally with Product, Engineering, and Marketing teams to drive business results.
• Strong track record of managing and developing high-performing teams.
• Deep understanding of the customer lifecycle in a digital subscription or two-sided marketplace model.
• Experience working with AI/ML-based tools (e.g., predictive churn models, engagement triggers) is a plus.

Responsibilities:

• Drive Retention Strategy: Develop and execute member engagement and retention strategies, focusing on onboarding, activation, loyalty, and win-back campaigns.
• Enhance Member Experience: Identify and lead initiatives to improve the customer journey across post-sale touchpoints, ensuring members feel supported, valued, and successful.
• Leverage Data to Optimize Outcomes: Use cohort analysis and behavioral insights to inform lifecycle strategy, segmentation, messaging, and experimentation.
• Lead and Scale Teams: Manage and develop managers and individual contributors focused on support, lifecycle operations, and customer communications.
• Cross-Functional Collaboration: Partner with Marketing, Product, RevOps, and Data Science to implement scalable programs that reduce churn and increase LTV.
• Implement Scalable Mechanisms: Create systems and processes to improve customer retention performance over time, leveraging automation and personalization where possible.
• Own Key Metrics: Set and manage KPIs related to engagement, churn, LTV, and operational efficiency.

Leadership & Culture Expectations:

You will embody and promote Nerdy’s leadership principles:

• Goes Deep: You personally engage with metrics, audits, and data, ensuring you understand the "why" behind performance variances.
• Delivers Results: You move from strategy to execution quickly, ensuring timelines and quality stay high—even in ambiguity.
• Bias for Action: You experiment, prototype, and adjust quickly. You make the call when the path isn’t fully clear.
• Builds Teams: You prioritize talent development, succession planning, and cross-functional collaboration.
• Builds Trust & Communicates Openly: You lead with transparency, humility, and clarity.
• Thinks Big & Innovates: You challenge the status quo, bring fresh ideas, and embrace emerging technologies.
• Is Apolitical: You stay focused on mission-aligned outcomes, not distractions or unrelated causes.

You can learn more about all of our Leadership Principles and culture here.

Unlock Your Full Potential at Nerdy:

At Nerdy, we’re not just transforming education—we’re transforming your life. Our benefits package is built with a forward-thinking, “focus on you” mindset, so you can be your healthiest, happiest, and yes—most super-human self. Here’s a snapshot of what we offer:

• Competitive Compensation: Enjoy a competitive salary paired with equity (RSUs) so you can be an owner in our success.
• Comprehensive Healthcare: Choose from top-tier medical, dental, vision, and life insurance plans designed to keep you and your family covered.
• Retirement Made Simple: Benefit from our 401(k) plan with an immediate company match—no vesting delays!
• Family First: Generous maternity, paternity, and adoption leave ensure you have the support you need at life’s big moments.
• Flexible Time Off: Our flexible PTO lets you recharge on your own terms and when you need it the most.
• Continuous Learning: Get a free, all-inclusive learning membership for you and your household—including 1-on-1 tutoring hours, unlimited on-demand classes, and access to our full suite of learning products and services.
• Supercharge with AI: Gain exclusive access to cutting-edge AI tools that boost your productivity, making you feel almost super-human (cape not included).