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The Customer Retention Specialist is responsible for driving the Trade Up program and customer retention initiatives for GMC and will be serving as the primary point of contact for potential customers interested in upgrading their vehicles and existing customers seeking continued satisfaction with their GMC ownership experience.

The retention specialist will play a pivotal role in promoting GMC's offerings, enhancing customer loyalty and ensuring long-term success by cultivating positive relationships with customers and facilitating the vehicle upgrade journey.

Essential Job Responsibilities

• Engage with potential and current customers to explain the benefits of the GMC Trade Up program, encouraging them to trade their existing vehicle for a new GMC model.
• Assist customers throughout the trade-in process, providing transparent valuations and guiding them through financing and leasing options.
• Collaborate with the sales team to facilitate a smooth transition from Trade Up Advantage inquiries to a vehicle purchase process.
• Track and monitor Trade Up Advantage program participation, aiming to meet sales and trade-in targets.
• Regularly update customers on new GMC models and special offers that complement their trade-in opportunities.
• Report on key metrics, including trade-in volume, customer satisfaction scores and retention rates to management on a regular basis.

• High School Diploma or GED.
• Proven experience in sales, customer service or customer retention within the automotive industry is preferred.
• Strong understanding of GMC products, services and the Trade Up program preferred.
• Knowledge of automotive financing and trade-in processes preferred.
• Strong written and verbal communication skills required.
• Strong organizational skills with the ability to manage multiple tasks and customer service simultaneously.
• Familiarity with CRM systems and customer data management tools.
• Positive attitude.
• Strong work ethic.
• A valid driver's license and 3+ years of clean driving record are required.

Job Description

Overview of Position

Varsity Tutors is seeking a Customer Retention Manager to join our team! The Customer Retention Manager will have a direct impact on business growth as we help more people achieve their academic goals and help us continue our national expansion. The Customer Retention Manager will lead a team of Retention Specialists focused on saving at-risk memberships, reducing churn, and improving lifetime value. This role drives day-to-day coaching, performance management, and process excellence across cancellations, downgrades, pauses, and escalations, partnering closely with our Customer Escalations team.

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

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

• Q1-2025 Shareholder Letter
• Q4-2024 Shareholder Letter
• Q3-2024 Shareholder Letter

Qualifications:

• 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

Responsibilities:

• Own team performance on retention KPIs, including lost revenue, 24 hour repeat and processed rates
• Manage a team of Retention Specialists, including hiring, onboarding, weekly coaching, and performance reviews
• 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 to 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, manage schedules, and maintain service levels and response times
• Represent Retention in cross-functional forums, share voice-of-customer insights, and inform product and policy changes

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 performance based variable compensation.
• 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).

Job Description

Company Description

Ubiquity Retirement + Savings® has a simple mission: to empower small businesses and their employees to create a more secure financial future by leveraging technology with affordable retirement solutions and world-class customer support.

For over 23 years, we have helped workers save more than $3 billion toward their retirement and opened 401(k) plans for 10,000+ small businesses—pioneering a transparent, flat-fee experience. Our tenured team are retirement experts and future-you champions.

We’re transforming retirement and financial services through innovative, user-centric solutions. Our flagship product, a cornerstone of our mission, is built in partnership with a trusted development partner and serves a growing market of businesses and individuals seeking intuitive and impactful financial tools. 

We value accountability, collaboration, and transparency. Proudly one of the Best Places to Work and Entrepreneur Magazine's Top 150 Company Cultures, we take what we do seriously and always strive to be happy at work. Our four company values and our motto “Freedom with Accountability” guide the way we work to support our mission.

Learn more about our values:

See us in the news:  -retirement-savings

We are a growing company that wants you to be a part of our success!

The senior customer retention strategist is responsible for reducing controllable churn through proactive and reactive strategies while ensuring exceptional customer experiences. This role collaborates cross-functionally with sales, customer success, product, and operations to address customer pain points, strengthen engagement, and drive retention. Compensation is tied to year-over-year improvement in controllable churn metrics, reinforcing the strategic importance of retention.

Key Responsibilities

Proactive retention strategies

• Analyze customer data to identify churn risks and implement targeted engagement strategies.
• Develop and execute outreach campaigns to enhance customer relationships and satisfaction.
• Partner with marketing and management to promote features, content, and offers that improve retention.
• Maintain a customer satisfaction score average over 4.0 and a 90% retention rate for high-value customers, excluding non-controllable churn.

Reactive retention strategies

• Build and manage a churn mitigation program to retain at-risk customers.
• Establish a streamlined escalation process for resolving retention issues efficiently.
• Conduct post-churn analysis to refine retention strategies and improve processes.

Customer advocacy and referral program

• Identify satisfied customers and foster advocacy through engagement initiatives.
• Develop and manage a referral program in collaboration with marketing and customer success.
• Work with marketing to create case studies and testimonials showcasing customer success.

Collaboration and reporting

• Advocate for process improvements and technology enhancements to support retention goals.
• Track and differentiate churn revenue vs. churn quantity for deeper insights.
• Own churn control key performance indicators, provide reports on trends, and develop dashboards to monitor churn in real-time.

Key Competencies

• Strong communication and collaboration skills across teams.
• Data-driven, results-oriented mindset with a focus on measurable retention impact.
• Strategic thinking, problem-solving, and decision-making abilities.
• Expertise in 401(k) administration, including compliance, plan design, and payroll integration.

This role requires a customer-first mindset, strategic execution, and a passion for reducing churn and increasing customer lifetime value.

• Bachelor’s degree preferred (or equivalent experience).  

• 7+ years of experience in account management, customer success, or retention at a SaaS or technology-driven company with proven track record of success  

• Strong understanding of 401(k) plan administration, including compliance, testing, and payroll integration. 

• Proven ability to manage multiple priorities and thrive in a fast-paced environment. 

• Strong analytical skills, with the ability to interpret data, identify trends, and make data-driven decisions. 

• Experience working cross-functionally to solve complex customer challenges. 

• Exceptional communication and relationship-building skills, both internally and externally. 

• High accountability for results and a proactive, problem-solving mindset. 

• Familiarity with CRM tools, customer feedback systems, and churn mitigation strategies. 

This is a salaried, full-time, remote position with salary and variable compensation range of $80-130k. Please submit your offer letter with a short cover letter stating your experience leading customer retention experience 

We are focused on building a diverse and inclusive workforce. If you are excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

We offer:

• Competitive compensation package
• Generous stipend toward premiums for medical, dental, and vision
• Learning and development stipends
• 401(k) Matching
• Monthly wellness subsidies
• Equity incentives
• Flexible PTO policy
• Time off for volunteering
• Emphasis on internal promotions
• Regular performance reviews
• Remote work culture

Ubiquity Retirement + Savings is an equal employment opportunity employer for all applicants and employees. We do not discriminate on the basis of race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), gender identity, national origin, ancestry, citizenship, age, physical or mental disability, legally protected medical condition, family care status, veteran status, marital status, domestic partner status, sexual orientation, or any other basis protected by applicable local, state, or federal laws.

Keep Clients Happy. Drive Growth. Earn Without Limits.

We’re seeking a motivated Customer Retention Sales Manager to lead the way in building strong client relationships and driving long-term customer loyalty. In this role, you’ll focus on keeping existing clients engaged, upselling services, and ensuring satisfaction — all while enjoying the freedom of remote work and uncapped earning potential.