Cvent is a leading meetings, events, and hospitality technology provider with 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500.
Role Overview
As a Customer Success Manager, you will partner with enterprise customers to help them adopt the Cvent platform, achieve business objectives, and build mature meetings, events, and sourcing programs. You will lead success planning and day‑to‑day engagement, using data, best practices, and cross‑functional collaboration to drive measurable business outcomes, customer retention, and growth. In addition, you will support venue sourcing initiatives, strengthen customers’ sourcing strategies, and expand the use of venue and vendor sourcing across their organization.
The successful candidate must be process oriented, customer focused, and multi‑tasking with a proven track record against current role metrics. You should be tech savvy, proactive, curious, and capable of proposing innovative ideas. Strong communication skills, executive presentation abilities, and building constructive relationships are essential.
Responsibilities
- Manage a portfolio of customer accounts, serving as the designated point of contact for strategic and day‑to‑day engagement with stakeholders.
- Develop and execute success plans that align business objectives, milestones, ownership, and timelines to drive adoption, value realization, and program maturity.
- Monitor customer adoption and engagement trends; translate data and AI‑driven insights into clear recommendations and action plans that increase usage, improve outcomes, and reduce risk.
- Support customers in defining and maturing their venue and vendor sourcing strategy through Cvent Supplier Network and related sourcing capabilities.
- Partner closely with Sales, Account Management, Services, Product, Marketing, and other internal teams to deliver a unified customer experience, support renewals, and uncover expansion opportunities.
- Conduct Customer Success Reviews and other executive‑facing meetings to assess progress, share results, and identify opportunities to optimize programs and expand the relationship.
- Identify when customers would benefit from additional training, enablement, or re‑onboarding, and coordinate with internal teams to deliver the right support.
- Share roadmap updates, capture customer feedback and feature requests, and serve as the voice of the customer internally to influence product and program strategy.
- Maintain strong account documentation, success planning, and operational hygiene in customer success systems and internal tools.
- Contribute to internal playbooks, process documentation, and best practices that improve consistency and effectiveness across the Customer Success organization.
- Perform other duties as assigned.
Qualifications
- Proven track record in Customer Success, account management, hospitality, meetings and events technology, SaaS, or a related customer‑facing role.
- Experience working with cross‑functional account teams in a matrixed environment.
- Strong analytical and consultative skills, with the ability to use data and AI‑driven insights to influence customer strategy and adoption.
- Strong executive communication skills, including the ability to build presentations, reporting, and recommendations for senior stakeholders.
- Familiarity with CRM and customer success platforms such as Salesforce, Gainsight, and collaboration tools such as Teams, Zoom, or Slack.
- Experience with venue sourcing, procurement workflows, or supplier network strategies is strongly preferred.
- Ability to travel up to 15%.
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