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Eventeny · 2 days ago

Growth - Engagement & Retention Manager

United States

Contract

Remote

Mid, Senior Level

$100K/yr - $100K/yr

2+ years exp

Eventeny is a company dedicated to simplifying the management of large-scale events. The Growth - Engagement & Retention Manager will lead a team focused on enhancing customer retention, renewals, and account growth while collaborating with various teams to ensure customer success and satisfaction.

Enterprise SoftwareEvent ManagementInformation ServicesSaaSSoftware

Responsibilities

Maintain and instill a deep understanding of Eventeny’s full suite of solutions and identify opportunities to introduce new value to existing accounts

Lead and mentor the Account Management team to achieve key performance goals around renewals, customer retention, expansion revenue, and customer satisfaction

Define success metrics and quarterly objectives for team members, driving accountability through regular performance reviews and data-driven coaching

Develop scalable playbooks and renewal processes for contract renewals, multi-product adoption, and upsell strategies that align with customer goals and business priorities

Oversee renewal forecasting and pipeline management, ensuring accuracy, visibility, and proactive identification of churn or risk indicators

Handle customer escalations and support Account Managers in resolving complex negotiations, renewal challenges, or at-risk accounts with strategic communication and leadership involvement

Collaborate cross-functionally with Customer Operations, Product, Marketing, and Finance to create cohesive customer journeys and seamless transitions between lifecycle stages

Leverage CRM and analytics tools to monitor account health, track engagement, and uncover opportunities for retention and revenue growth

Champion continuous improvement by identifying process gaps, implementing best practices, and creating feedback loops to refine renewal and engagement strategies

Represent the voice of the customer internally, advocating for product improvements, service enhancements, and programs that support long-term customer loyalty and success

Qualification

Customer Success ManagementData-driven Decision MakingTeam LeadershipG-Suite ProficiencyCRM ToolsData AnalyticsCustomer Relationship BuildingEmpathyProcess ImprovementCross-functional Collaboration

Required

2-5 years of experience leading and developing a high-performing Customer Success, Account Management, or post-sales Growth team through coaching, feedback, and clear performance goals

Can translate customer insights into actionable strategies, collaborating cross-functionally to improve experience and outcomes

Build and maintain strong customer relationships, driving retention, satisfaction, and product adoption across key accounts through empathy and compassion

Drive measurable account renewal and expansion outcomes with process improvements, coaching, and team member accountability across multiple customer segments

High-level knowledge of G-Suite products, including Gmail, Google Sheets, and Google Docs, familiarity with HubSpot, Zendesk, Jiminny, and Slack