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.

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.

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.

About the role:
We’re looking for a leader within the Customer Success team at Cvent to manage, coach and lead a group of our
Customer Success professionals who work with Cvent’s Event Management platform. This individual is responsible
for managing the quality, productivity and day-to-day of our success advisors that work with customers to drive
adoption, achieve desired outcomes, ensure success with the platform and identify opportunities for expansion
and ultimately contract renewal.
This position requires a dynamic professional who can liaise with other teams and departments in a professional
manner, and can effectively communicate with team members, leadership and clients. Measuring key performance
metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this
position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and
embrace a continuous improvement culture.

• Manage, motivate and develop a team of Client Success professionals.
• Perform coaching sessions and deliver feedback on the quality of customer engagements.
• Provide strategic guidance and support to reps on providing value-driven outreach and conversations with
  customers
• Conduct structured, bi-weekly 1:1s with team members to review client priorities, projects, performance
  objectives and goals.
• Determine team member’s goals and assignments based on strong knowledge of individual’s strengths,
  opportunity areas and interests.
• Coordinate and assign recourses to customer facing tasks.
• Manage day-to-day operations of team through real time management.
• Manage customer escalations, handling them through resolution.
• Perform Root Cause Analysis (RCA) and call down customers based on their feedback.
• Give input to performance reviews and performance improvement plans when necessary.
• Provide input for monthly and quarterly business reviews for leadership.
• Identify business improvements that align with company goals to drive the customer and employee
  experience.