Customer Success Advisor

About Cvent:

Cvent is a leading meetings, events, and hospitality technology provider. Our comprehensive suite of solutions helps organizations plan, market, manage, and analyze their in-person, virtual, and hybrid events more efficiently. Our Client Success organization partners closely with customers to drive adoption, achieve measurable business outcomes, and realize long-term value from their investment in Cvent.

We are looking for a Client Success Advisor to join our team. In this role, you will manage a customer portfolio helping them successfully leverage Cvent to support their clients’ event programs while driving retention and growth.

What You Will Be Doing:

- Understand customers’ event programs, business goals, and success measures to develop actionable success plans.
- Monitor account health, adoption, satisfaction, and renewal signals to proactively address risks and uncover opportunities.
- Lead strategic business reviews and regular touchpoints to demonstrate value, align on priorities, and strengthen partnerships.
- Use platform and event performance data to recommend ways to improve outcomes and maximize ROI.
- Partner with Account Management and Sales to identify and execute expansion opportunities across products, use cases, and business units.
- Coordinate cross-functional resources to support customers throughout their journey.
- Represent the voice of the customer by sharing trends, feedback, and use cases that inform product, enablement, and go-to-market efforts.
- Drive customer engagement through Cvent programs, community initiatives, and advocacy opportunities.
- Contribute to scalable best practices by improving playbooks, sharing customer success stories, mentoring peers, and supporting cross-functional initiatives.

What You Need for This Role:

- Bachelor’s degree or equivalent practical experience in a relevant field.
- 3+ years in a customer‑facing role such as Customer Success, Account Management, Consulting, or similar, ideally within SaaS, marketing technology, or events/hospitality.
- Proven ability to manage a portfolio of accounts, prioritize time across customers with varying sizes and needs, and consistently meet or exceed performance targets.
- Exceptional verbal and written communication skills, with the ability to simplify complex topics and tailor your message to executives and day‑to‑day users alike.
- Strong analytical and problem‑solving skills, including comfort using data to tell a story, influence decisions, and shape recommendations.
- Demonstrated customer‑centric mindset, high empathy, and a track record of building trusted, long‑term relationships.
- Effective project and time management, with the ability to run multiple strategic initiatives, calls, and follow‑ups in parallel without dropping details.
- Comfort operating in a fast‑paced, changing environment, embracing new processes, tools, and product capabilities as they roll out.
- Tech‑savviness and willingness to learn complex SaaS solutions and internal systems such as Salesforce, Gainsight, Zoom/Teams, and analytics tools.

What you will need for the position:

- Portfolio achieves strong retention and growth (GRR/NRR), with minimal preventable churn and clear expansion impact attributed to CSA collaboration.
- Customers demonstrate healthy adoption and event performance, with improved usage metrics and positive trend lines across their Cvent program.
- Customer feedback, CSAT/CLS results, and community participation reflect a high quality customer experience and strong advocacy for Cvent.
- You are an engaged member of the CSA and broader Success community, contributing to documentation, initiatives, and peer learning while embracing change and driving continuous improvement.

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