THE CHALLENGE

At Eventbrite, we are bringing innovative products and a fresh approach to an industry with entrenched interests and diverse competition. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. In a complex, fast-paced environment, it’s critical for our sales and customer success leadership teams to have insights regarding leading and lagging performance indicators to drive decision-making as well as applied operational best practices to achieve net retention goals.

THE TEAM

Partnering daily with the sales and customer success leadership, this role sits in the Sales/Services Strategy & Operations team. We are a small but impactful team focused on driving global optimization, innovation and growth through analytical insights and operational rigor – both at the strategic and tactical levels. 

THE ROLE

The Operations Manager, Customer Retention will play a critical role in shaping and executing strategies to optimize customer retention and growth. This position requires the ability to analyze complex data, identify actionable insights, and implement scalable solutions that directly impact business operations. The role involves exercising discretion and independent judgment in improving processes, ensuring alignment with organizational goals, and advising leadership on strategic initiatives. 

To be successful in this role, they will need to be methodical, action-oriented, and passionate about achieving tangible results. The ideal candidate is an experienced operations professional who loves challenges and succeeds at juggling multiple assignments in a fast-paced environment. 

YOU WILL

• Analyze returning business performance and provide strategic recommendations to sales and customer success leadership, influencing high-level decision making

• Independently identify and implement opportunities to improve process, efficiency, profitability, and productivity, exercising discretion in implementing and prioritizing initiatives 

• Advise on the development and implementation of resources, tools, and data insights to empower global returning business leaders, ensuring alignment with strategic objectives

• Act as a strategic advisor within the returning business organization, leveraging industry best practices to influence leadership decisions and drive global results 

• Proactively analyze insights and influence action to mitigate risks and augment wins

Serve as a strategic thought partner to the Customer Leadership Team, contributing to the development and maintenance of functional roadmaps

THE SKILLSET

• 5-7 years of relevant experience in analytics, operations, consulting, or customer success / account management leadership

• Familiarity with account management and customer success concepts and metrics, including net revenue retention, forecasting, and key performance indicators

• Proven ability to analyze complex data and metrics, develop strategic business cases, complete root cause analyses, and independently recommend solutions to leadership 

• Adaptable to changing needs and situations, and capable of working independently in a fast-paced environment

• Highly motivated, results-oriented, self-directed, and collaborative

• Effective, clear, and concise verbal and written communication to both technical and non-technical audiences

• Required Skills: Salesforce, ChurnZero, Gainsight, Excel (or equivalent software)

• Preferred Skills: Gong, Tableau, SQL (or equivalent software)