Customer Success Operations Associate (Temporary - VT4S)

About the Role

Varsity Tutors for Schools (VT4S) is seeking a Customer Success (CS) Operations Associate to drive our CS organization's operational excellence and scalability for 3 months. This role is designed for individuals who thrive on process optimization, data analytics, and technology enablement to improve customer success outcomes.

As a CS Operations Associate, you will oversee CS tooling, automation, and analytics, ensuring the seamless integration of platforms, data accuracy, and efficiency across workflows. You will partner with CS leadership, cross-functional teams, and digital engagement specialists to streamline operations, enhance customer insights, and enable proactive customer management.

About the company

Nerdy (NYSE: NRDY) 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. Their proprietary platform leverages AI to personalize the experience for Learners of all ages —from kindergarten to professional—in academic, test prep, enrichment, and certification subjects. 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's shareholder letters explain the product and strategy and are the most effective way to learn about what the company is building.

Why Join Varsity Tutors?

This role provides an exciting opportunity to build scalable customer success operations in a fast-growing EdTech environment. You will play a key role in improving internal efficiency, enhancing customer insights, and enabling long-term customer retention. If you thrive in a data-driven, process-focused role and are passionate about supporting customer success teams, we'd love to hear from you!

Key Responsibilities:

1. Customer Success Systems & Tool Management:

• Administer and optimize CS platforms (e.g., Gainsight, HubSpot, Zendesk) to improve operational efficiency and reporting.
• Ensure seamless data integration between HubSpot and CS tools for better customer visibility and analytics.
• Drive automation initiatives, including self-service workflows and process enhancements to reduce manual work.

2. Data Analytics & Reporting

• Develop and maintain CS dashboards and reports to track team performance, customer health, and operational KPIs.
• Work with CSMs and leadership to analyze platform adoption, HDT usage trends, and renewal health scores to drive strategic decision-making.
• Design automated reporting solutions to improve consistency and reduce manual effort in performance tracking.

3. Process Optimization & Workflow Automation

• Implement customer segmentation models to tailor CS engagement strategies and prioritize high-impact accounts.
• Automate key workflows like renewal tracking, onboarding processes, and customer escalation management.
• Maintain and improve CS standard operating procedures (SOPs) to drive consistency and efficiency across the team.

4. Cross- Functional Collaboration

• Partner with CS, Sales, Marketing, and Product teams to align customer engagement strategies with business objectives.
• Work closely with CS leadership to refine performance metrics and ensure CS team success.
• Collaborate with Support and Operations to streamline ticketing workflows and enhance response times.

Key Requirements:

• 3 years of experience in Customer Success Operations, Revenue Operations, or related roles in SaaS or EdTech.
• Experience working with HubSpot, Gainsight, Zendesk, or similar customer success platforms.
• Strong data analysis skills, with the ability to interpret trends and provide actionable insights.
• Experience in workflow automation, process optimization, and CS tool administration.
• Exceptional attention to detail, organization, and ability to manage multiple priorities.

Preferred Qualifications

• Data & Analytics Expertise – Experience with SQL, BI tools (Tableau, Looker, Power BI), or Google Sheets for reporting and customer insights.
• Automation & Process Optimization – Familiarity with Zapier, Gainsight automation, or HubSpot workflows to streamline operations.
• Customer Health & Segmentation – Strong understanding of health scoring models and customer segmentation strategies to improve engagement.
• Tech Stack & System Integrations – Experience managing CS platforms, APIs, and system connectivity across Sales, CS, and Product teams.
• Project Management & Change Implementation – Ability to drive cross-functional initiatives using Agile, Asana, or Jira in a fast-paced SaaS/EdTech environment.

Metrics for Success

• Increase in CS efficiency through optimized tools and process automation.
• Reduction in manual tasks via automation and process enhancements.
• Improved customer insights and reporting accuracy for better decision-making.
• Faster response times & SLA adherence through enhanced ticketing workflows.

Varsity Tutors Leadership Principles

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/Culture

• Competitive Salary (Hired as a contractor)
• Remote Position
• Unique opportunity to help transform how the world learns!
• Fun, collaborative, and team-oriented work environment with plenty of training and a feedback-rich culture

Varsity Tutors 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. (INDHP)