Experienced Customer Retention Manager – Driving Business Growth and Excellence at arenaflex

At arenaflex, we're on a mission to revolutionize the way people learn and achieve their academic goals. As a leading platform for live online learning, we're committed to delivering superior value to our clients and learners through technology and innovation. We're now seeking an experienced Customer Retention Manager to join our team and play a critical role in driving business growth and excellence.

About arenaflex

arenaflex is a leading platform for live online learning, with a mission to transform the way people learn through technology. Our 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. arenaflex'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. Our flagship business, Varsity Tutors, is one of the nation's largest platforms for live online tutoring and classes. Our solutions are available directly to students and consumers, as well as through schools and other institutions.

Qualifications

To succeed in this role, you'll need:

• A Bachelor's degree (or equivalent experience)
• 3+ years of customer retention, client relations, or customer success experience
• Strong leadership qualities with the ability to coach, develop, and motivate a team
• Experience developing retention plans and analyzing metrics
• Demonstrated ability to implement and train teams in strategic and effective retention techniques
• Experience in hiring, developing, and managing a high-performing retention team
• Ability to work independently and prioritize work
• Ability to work some evenings and weekends
• A deep understanding of and appreciation for arenaflex's commitment to creating a diverse and inclusive work environment

Responsibilities

As a Customer Retention Manager at arenaflex, you'll be responsible for:

• Hiring and effectively onboarding high-performing customer retention specialists
• Continually coaching and developing staff to ensure success and improved results, and implementing performance plans
• Managing day-to-day performance of all team members and delivering performance reviews
• Hitting all performance targets for number of renewals, conversion rates, customer satisfaction, and others as determined by company
• Assessing and understanding the needs of our clients
• Working with leadership to generate ideas for motivational initiatives
• Leading and scheduling weekly team meetings
• Embodying company culture and maintaining high employee engagement
• Ensuring correct usage of CRM and other company-used technology and platforms

arenaflex Leadership Principles

At arenaflex, we're guided by a set of leadership principles that shape our culture and decision-making. These principles include:

• 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

As a valued member of our team, you'll enjoy a range of benefits, including:

• Competitive Base Salary and Variable compensation (performance bonuses)
• Healthcare Plans (Medical, Dental, Vision, Life)
• 401k Company Matching Plan (No Vesting Period)
• PTO and Company Holidays
• Remote work environment
• Maternity, Paternal, and Adoption Leave
• Free Learning Membership for you and your household (1-1 tutoring hours, unlimited use of on-demand services, and access to our online classes)
• Once-in-a-lifetime opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Why Join arenaflex?

At arenaflex, we're committed to creating a diverse and inclusive work environment where everyone has the opportunity to grow and succeed. We're proud to be an equal-opportunity employer and welcome applications from qualified candidates who share our values and passion for education. If you're a motivated and experienced customer retention professional looking for a new challenge, we encourage you to apply for this exciting opportunity to join our team at arenaflex. Apply for this job