Eventeny · 1 month ago
Director of Customer Operations
United States
Full-time
Remote
Director/Executive
$90K/yr - $100K/yr
8+ years expEventeny is dedicated to simplifying the management of large-scale events and enhancing the customer experience. They are looking for a Director of Customer Operations to lead and scale their customer experience organization, overseeing teams to drive customer success and retention through strategic leadership and operational excellence.
Enterprise SoftwareEvent ManagementInformation ServicesSaaSSoftware
Responsibilities
Lead and coach CES, Customer Support, and Account Management teams. Hire, mentor, and grow high-performing managers and individual contributors
Set strategic direction and performance goals aligned with company-wide initiatives. Translate company priorities into operational team plans
Use data to track retention, satisfaction, and customer growth. Implement frameworks to increase feature adoption and lifetime value
Collaborate with Product, Sales, and Marketing to prioritize initiatives that impact onboarding, usage, upsells, and renewals
Build and refine playbooks, systems, and workflows to scale customer operations across multiple functions
Oversee processes for managing customer escalations and proactively mitigate risk
Partner with Product and Engineering to influence roadmap priorities through customer feedback
Develop and manage success content, support documentation, internal training, and knowledge bases to drive scalable education
Own reporting for leadership on KPIs, NPS, churn risks, and expansion opportunities
Lead annual planning and budgeting for CES and support orgs, including headcount forecasting and resource allocation
Represent Eventeny at customer events, conferences, and industry panels
Lead cross-functional change initiatives that improve customer outcomes and internal efficiencies, with a focus on strategic execution and adoption across teams
Partner closely with the CEO, COO, and leadership team to define customer-centric strategies and represent customer operations in strategic planning sessions
Maintain alignment between customer operations and all legal, compliance, and data protection standards
Drive organization design initiatives, including roles, responsibilities, and career pathing for CES, Customer Support, and Account Management functions
Develop lifecycle engagement strategies to reduce churn and increase renewal rates, working with Growth and Product teams to optimize moments that matter
Qualification
Required
Bachelor's or Master's degree in business or related field
8+ years in SaaS customer-facing roles, with 3+ years leading multiple teams including Support, Account Management, and Customer Success
Experience owning customer journey strategy and operational delivery
Proven leadership in hiring, coaching, and developing managers
Strategic thinker with experience scaling support, success, or account functions
Empathetic communicator with strong executive presence and cross-functional influence
Highly analytical and process-driven, with experience leading team-wide OKRs or KPIs
Strong financial acumen and experience managing departmental budgets
Deep knowledge of tools like HubSpot, Zendesk, and customer success platforms
Experience overseeing complex customer relationships and renewals
Proven ability to lead change and manage through ambiguity
Passion for the event industry and alignment with Eventeny's mission
Preferred
MBA preferred
Benefits
Flexible schedule – work around your life and your needs; we don’t count your hours.
Unlimited Paid Time Off – yes, really!
Fully remote.
Comprehensive health insurance.
Vision and dental insurance.
Group life Insurance.
Quarterly employee bonuses.
401K retirement plan.
Yearly company retreat.
Potential for customer event access.
Company-provided laptop and general office supplies.
Company
Eventeny
Over 24,000+ events have planned memories using Eventeny's robust, user-friendly event management software!
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
unknown2020-01-01Seed
Leadership Team
Chang Han
Chief Technology Officer
Aly Hussaini
Building Eventeny for the Long Term
Recent News
2026-01-11
Company data provided by crunchbase