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)

PAY TRANSPARENCY

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is listed below. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.

Pay Transparency Range (US) $101,600—$182,880 USD ABOUT EVENTBRITE

At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life. 

Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority. 

Employees can participate in resource groups and we offer global programming and training throughout the year to support a diverse and inclusive workplace.  Read more about our Diversity and Inclusion work for our team, culture, and community.

BENEFITS

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

EQUAL OPPORTUNITY

At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.

If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know.