Senior Manager/Manager, Customer Marketing, Hospitality Cloud

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000 employees and 24,000 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.

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

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.

Cvent Hospitality Cloud is seeking a highly strategic and customer-obsessed Manager, Customer Marketing, to champion customer advocacy and insights across our global ecosystem. This role is pivotal in driving stronger customer engagement, influencing product innovation, and shaping market perception by amplifying the authentic voice of our customers. This role will serve as a bridge between our customers, product teams, sales, and marketing, ensuring that customer insights directly fuel growth, innovation, and customer-centricity.

In This Role, You Will:

• Lead the design, execution, and continuous improvement of Customer Advisory Meetings with top hospitality clients to capture strategic insights and strengthen executive relationships.
• Drive impactful Product Advisory Meetings to align customer needs with product roadmaps, ensuring Cvent remains the trusted innovation partner in the hospitality industry.
• Own the Customer Satisfaction (CSAT) program across Hospitality Cloud, delivering actionable insights and leading initiatives to improve customer experience, adoption, and retention.
• Develop and implement a best-in-class strategy for monitoring, responding to, and leveraging online reviews to strengthen Cvent’s brand reputation globally.
• Synthesize customer insights into executive-level reporting, highlighting key trends, risks, and opportunities that directly influence business strategy and decision-making.
• Partner cross-functionally with Sales, Customer Success, Product, and Marketing leaders to ensure customer feedback drives measurable outcomes across the business.
• Champion a culture of customer centricity by institutionalizing customer insights into every stage of the customer journey.

Here's What You Need:

• 7+ years of experience in customer marketing, customer experience, or related roles within SaaS, hospitality, or B2B technology industries.
• Proven track record of managing executive-level customer engagement programs such as advisory boards, councils, or forums.
• Strong analytical skills with experience in customer satisfaction metrics (CSAT, NPS, CES) and ability to translate data into actionable strategies.
• Experience in online reputation management and ability to develop proactive review strategies that influence brand perception.
• Exceptional communication and executive presence with the ability to engage senior stakeholders internally and externally.
• Demonstrated success in driving cross-functional collaboration and influencing without authority.
• Bachelor’s degree in Business, Marketing, Communications, or related field; MBA preferred.

Strategic Impact of the Role:

• Develop and scale customer education initiatives, including regional training workshops that equip hoteliers and venues with the knowledge to maximize ROI from Cvent solutions.
• Lead immersive training camps at Cvent CONNECT and other flagship events to drive adoption, product mastery, and stronger customer engagement.

This role is not only responsible for listening to customers but also for transforming their insights into growth opportunities for Cvent Hospitality Cloud. Success in this role will be measured by the strength of our customer relationships, the integration of customer insights into product and business strategy, and the enhanced reputation of Cvent as the most trusted partner for hoteliers and venues globally.