Full-Time

Vice President

Consumer Retention

Posted on 7/22/2024

Varsity Tutors

Varsity Tutors

5,001-10,000 employees

Online platform for personalized tutoring services

Education

Senior, Expert

Remote in USA

Category
Customer Success Management
Sales & Account Management
Required Skills
Sales
Communications
Marketing
Data Analysis
Requirements
  • Bachelor-level degree required, Master’s preferred.
  • 10+ years of progressive experience in leading customer retention/support/relations functions.
  • Strong leadership qualities with experience in creating effective customer retention processes and driving the accountability and success of the team.
  • Demonstrated ability to manage multiple work streams and deliverables in a matrixed organization structure.
  • Outcome-oriented. Not reactionary, articulates the desired outcome and works collaboratively to create the path to achieve.
  • Proficiency in using a CRM to drive sales efficiency and achievements, as well as proficiency in using sales enablement tools, Google Suite, web-based presentation tools, & video conference tools.
  • Excellent verbal and written communication skills.
  • Strong analytical and trouble-shooting skills along with being a data-driven decision maker with the ability to interpret complex data and translate it into actionable strategies to further improve company performance.
  • Strong customer relations skills and high emotional intelligence.
  • Customer Focus: Deep understanding of customer needs, acquisition marketing best practices, automation tools, and the ability to develop strategies that enhance customer satisfaction and loyalty.
  • Innovation: Creative problem solver. Able to identify real constraints and viable solutions.
Responsibilities
  • Lead, mentor, and develop a high-performing customer retention team, fostering a culture of excellence and continuous improvement.
  • Tenaciously drive customer renewals and the relentless execution of customer retention goals through effective support and sales strategies.
  • Identify key drivers of customer churn and implement effective interventions to mitigate these factors.
  • Use the CRM to accurately track customer-related activities, communication, market data, and resolve critical issues.
  • Work closely with product, marketing, sales, and customer support teams to ensure a seamless and cohesive customer experience.
  • Oversee the development of targeted communication plans and campaigns to engage and retain customers across various channels.
  • Utilize data analytics to gain deep insights into customer behavior, preferences, and trends.
  • Establish and monitor key performance indicators (KPIs) to measure the effectiveness of customer retention initiatives. Regularly report on progress to senior management.
  • Develop actionable plans based on these insights to improve customer satisfaction and loyalty.
  • Formulate and execute comprehensive customer retention strategies that align with the company’s overall business goals and objectives.
  • Stay current with industry trends and best practices in customer retention and loyalty programs. Drive continuous improvement and innovation in customer retention strategies.

Varsity Tutors provides personalized online education solutions for students of all ages, from elementary school to adults pursuing professional certifications. The platform operates on a membership model, allowing clients to access a variety of learning resources such as one-on-one tutoring, live group classes, and on-demand lessons. With a network of over 40,000 vetted tutors, Varsity Tutors ensures high-quality instruction tailored to individual needs. The flexibility of the membership allows families to customize their learning experience, whether they need help with school subjects or preparation for standardized tests like the SAT. Additionally, Varsity Tutors offers instruction in over 3,000 subjects, including coding, paleontology, and language learning with native-speaking tutors, making it a comprehensive solution for lifelong learning.

Company Stage

Series C

Total Funding

$104.1M

Headquarters

Clayton, Missouri

Founded

2007

Growth & Insights
Headcount

6 month growth

0%

1 year growth

3%

2 year growth

-3%
Simplify Jobs

Simplify's Take

What believers are saying

  • Partnerships with school districts provide free access to resources until 2030.
  • Increased demand for personalized learning boosts Varsity Tutors' market potential.
  • The rise of hybrid learning models expands Varsity Tutors' reach and offerings.

What critics are saying

  • Increased competition from AI-driven platforms like Squirrel AI threatens market share.
  • Free resources like Khan Academy may reduce perceived value of paid services.
  • Economic downturns could lead to budget cuts affecting school partnerships.

What makes Varsity Tutors unique

  • Varsity Tutors offers over 3,000 subjects, including unique topics like paleontology.
  • The platform provides 24/7 access to live and on-demand tutoring services.
  • Varsity Tutors integrates AI for personalized learning experiences across various subjects.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Company Match

Remote Work Options

Unlimited Paid Time Off

Paid Vacation

Paid Holidays

Parental Leave

Company Equity

INACTIVE