Sr. Customer Success Manager​/Customer Success Manager

Sr. Customer Success Manager / Customer Success Manager

Join to apply for the Sr. Customer Success Manager / Customer Success Manager role at Cvent.

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.

Our culture is built on encouraging employees 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.

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.

• Global and/or Fortune 500 level client account oversight
• 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 plan to help clients 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 onboarding 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, SOPs, 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

• 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  and Web Ex a plus
• Ability to travel up to 15% post COVID

We are not able to offer sponsorship for this position.

Not Applicable

Full‑time

Other

Software Development

Bethesda, MD;
McLean, VA;
Arlington, VA;
Reston, VA;
Washington, DC.