Growth - Engagement & Retention Manager

Eventeny

3d•$100,000•Remote

About The Position

As a member of the Growth Management team, you’ll play a key role in driving retention, renewals, and account growth across our customer ecosystem. You’ll lead and coach a team of Account Managers dedicated to creating, growing, and maintaining strong relationships with our customers to ensure their long-term success with Eventeny. You’ll work closely with leaders on the Customer Operations team, as well as cross-functional partners in Marketing, Product & Engineering. This role requires exceptional leadership, communication, and data-driven decision-making. You’ll guide your team in maintaining high renewal rates, identifying upsell and expansion opportunities, and driving product adoption across multiple product lines. You will serve as a strategic partner and advocate for our customers—ensuring they see continued value in the platform while fostering a culture of excellence and accountability within the Account Management team. This is a full-time, salaried position.

Requirements

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.

Nice To Haves

Experience with data analytics and visualization tools like MySQL, Power BI, Tableau, Looker, or other dashboarding/reporting platforms
Experience in the events or technology industry, or with ticketing/contract-based upsell models.

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.