Cvent
Sr. Customer Success Manager/Customer Success Manager, Webinar Solutions
Cvent, Mc Lean, Virginia, us, 22107
Sr. Customer Success Manager/Customer Success Manager, Webinar Solutions
Our Culture and Impact
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. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
Overview 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. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
AI at Cvent: Leading the Future 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.
In This Role, You Will
Manage a portfolio of strategic enterprise accounts, proactively nurturing relationships, mitigating risks, and identifying growth opportunities
Monitor user adoption and system usage, recommend strategies to increase usage/adoption
Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
Monitor user compliance and recommend strategies to increase usage/compliance
Create and maintain an annual success plans to help client’s advance adoption, strategic meeting management and program maturity
Conduct success reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
Contribute towards new account implementation or guided on-boarding as the primary success owner
Provide consultation on business processes and best practices as it relates to enterprise meeting management technology and event sourcing
Demonstrate detailed product knowledge and gather client requirements for future product releases
Document, route and track feature requests, and provide client with updates quarterly
Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
Design, coordinate and in some cases conduct user training programs
Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
Contribute towards internal departmental process documentation
Here’s What You Need
Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
7-13 years of work experience in a Customer Success role
Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry a plus
Prior use of online registration and booking tools preferred
Excel at developing client relationships
Ability to work independently and manage multiple projects simultaneously
Ability to communicate effectively with clients and internal team members
Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
Prior use of products such as Salesforce.com and WebEx a plus
Ability to travel up to 15%
#J-18808-Ljbffr
Overview 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. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.
AI at Cvent: Leading the Future 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.
In This Role, You Will
Manage a portfolio of strategic enterprise accounts, proactively nurturing relationships, mitigating risks, and identifying growth opportunities
Monitor user adoption and system usage, recommend strategies to increase usage/adoption
Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
Monitor user compliance and recommend strategies to increase usage/compliance
Create and maintain an annual success plans to help client’s advance adoption, strategic meeting management and program maturity
Conduct success reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
Contribute towards new account implementation or guided on-boarding as the primary success owner
Provide consultation on business processes and best practices as it relates to enterprise meeting management technology and event sourcing
Demonstrate detailed product knowledge and gather client requirements for future product releases
Document, route and track feature requests, and provide client with updates quarterly
Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
Design, coordinate and in some cases conduct user training programs
Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
Contribute towards internal departmental process documentation
Here’s What You Need
Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
7-13 years of work experience in a Customer Success role
Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry a plus
Prior use of online registration and booking tools preferred
Excel at developing client relationships
Ability to work independently and manage multiple projects simultaneously
Ability to communicate effectively with clients and internal team members
Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
Prior use of products such as Salesforce.com and WebEx a plus
Ability to travel up to 15%
#J-18808-Ljbffr