About The Team

Eventeny was founded on the belief that managing large-scale events with hundreds of exhibitors, vendors, sponsors, and volunteers should not be stressful and burdensome. Our mission is to remove event organizers from being the 5th most stressful job in the world. That's why we built Eventeny and continue to work every day on the biggest problems in the event industry. We don't just dream it, we build it. Today, Eventeny serves more than 25,000 large festivals and conventions worldwide.

Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We don’t think we should have to advertise that we’re LGBTQIA+, neurodivergent, and disability friendly, or that we put our employees mental and physical health before everything else, but we do, because it’s not the norm for most companies (yet!). 

We’re a diverse, inclusive, and welcoming team of individuals who thrive in a fast-paced and ever-changing environment. Our team works closely together to brainstorm and improve our processes and the customer experience every single day. We prioritize our work based what’s best for our customers, not what’s going to make us the most money.  

If you share our values and our enthusiasm for events, you will find a home at Eventeny.

Eventeny is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Eventeny considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Eventeny is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at cooljobs@eventeny.com.

Overview

We are seeking an experienced and strategic Director of Customer Operations to lead and scale our customer experience organization. This individual will oversee both the Community Engagement Specialists (CES) and Customer Support teams, driving strategies across customer success, support, and account management to ensure retention, satisfaction, and revenue growth. The ideal candidate will bring a proven track record of leading high-performing teams, improving cross-functional processes, and delivering exceptional customer experiences across Eventeny..

Here’s what you’ll do

• Strategic leadership: Lead and coach CES, Customer Support, and Account Management teams. Hire, mentor, and grow high-performing managers and individual contributors.
• Vision & goals: Set strategic direction and performance goals aligned with company-wide initiatives. Translate company priorities into operational team plans.
• Customer insights & outcomes: Use data to track retention, satisfaction, and customer growth. Implement frameworks to increase feature adoption and lifetime value.
• Cross-functional alignment: Collaborate with Product, Sales, and Marketing to prioritize initiatives that impact onboarding, usage, upsells, and renewals.
• Operational excellence: Build and refine playbooks, systems, and workflows to scale customer operations across multiple functions.
• Escalation & risk management: Oversee processes for managing customer escalations and proactively mitigate risk.
• Voice of the customer: Partner with Product and Engineering to influence roadmap priorities through customer feedback.
• Enablement & training: Develop and manage success content, support documentation, internal training, and knowledge bases to drive scalable education.
• Executive reporting: Own reporting for leadership on KPIs, NPS, churn risks, and expansion opportunities.
• Budgeting & planning: Lead annual planning and budgeting for CES and support orgs, including headcount forecasting and resource allocation.
• External representation: Represent Eventeny at customer events, conferences, and industry panels.
• Change management: Lead cross-functional change initiatives that improve customer outcomes and internal efficiencies, with a focus on strategic execution and adoption across teams.
• Executive stakeholder collaboration: Partner closely with the CEO, COO, and leadership team to define customer-centric strategies and represent customer operations in strategic planning sessions.
• Compliance and risk oversight: Maintain alignment between customer operations and all legal, compliance, and data protection standards.
• Organizational design & scalability: Drive organization design initiatives, including roles, responsibilities, and career pathing for CES, Customer Support, and Account Management functions.
• Retention and lifecycle strategy: Develop lifecycle engagement strategies to reduce churn and increase renewal rates, working with Growth and Product teams to optimize moments that matter.

Here’s what we are looking for

• Bachelor’s or Master’s degree in business or related field (MBA preferred)
• 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

Benefits of Working for Us

• 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.

Compensation

This is a full-time position with a base salary of $90,000-$100,000,  benefits, and quarterly bonus payouts. The final offer will be determined by multiple factors, including candidate experience and expertise. This is a remote position in the US only.