Customer Success Manager

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, take risks and make decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

As a Customer Success Manager, you will serve as a strategic partner to enterprise customers, helping them adopt the Cvent platform, achieve their business objectives, and build more mature meetings, events, and sourcing programs over time. You will lead success planning and day-to-day engagement for key accounts, using data, best practices, and cross-functional collaboration to drive measurable business outcomes, customer retention, and growth. This role also includes venue sourcing responsibilities, partnering with customers to strengthen their sourcing strategies, increase adoption of sourcing capabilities, and expand the use of venue and vendor sourcing across their organization.

Cvent has a diverse, collaborative and open work environment where employees work closely with active members of the market’s thriving tech & event communities.

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation. Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

The successful candidate must be a process oriented, customer focused, multi‑tasking individual with a proven track record against their current role’s metrics and activities. A successful candidate in this role is tech savvy, and approaches event technology solutions with proactivity and curiosity. Further, a successful candidate proposes new and creative ideas, possesses highly effective communication skills and builds constructive and effective relationships.

In This Role, You Will:

• Manage a portfolio of customer accounts, serving as a designated point of contact for strategic and day‑to‑day engagement with customer stakeholders, including program owners, event teams, and executive contacts.
• Develop and execute success plans with customers that align business objectives, milestones, ownership, and timelines to drive adoption, value realization, and program maturity.
• Monitor customer adoption, system usage, 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.

Here’s What You Need:

• 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%.