About the role
Overview: Our Culture and Impact Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 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. In This Role, You Will: Lead and evolve Cvent's Customer Success strategy to drive measurable outcomes across onboarding, adoption, retention, and expansion for a global portfolio of event technology customers. Own net revenue retention and gross retention targets, building the programs, playbooks, and team capabilities needed to consistently achieve and exceed goals. Design and scale a proactive, data-driven Customer Success model that segments customers by complexity, potential, and risk — ensuring the right engagement at the right time across enterprise, mid-market, and SMB customers throughout the full customer lifecycle. Define and execute a Customer Success AI strategy, leveraging intelligent tooling and automation to enhance customer health monitoring, accelerate time-to-value, personalize customer engagement, and deliver measurable outcomes at scale. Identify at-risk accounts through AI-powered health scoring, usage data, and predictive signals, and lead the organization to intervene effectively to reduce churn and drive retention. Drive product adoption and digital engagement strategies that deepen platform utilization across all Cvent products, ensuring customers unlock the full value of their investment. Partner with Sales and Finance to build a strong expansion and upsell motion, equipping Customer Success Managers to identify opportunities within the existing customer base. Collaborate cross-functionally with Product, Marketing, Support, and Professional Services to close feedback loops, influence the product roadmap, and ensure customers realize the full value of Cvent's platform. Champion the adoption of AI-powered tools and workflows within the Customer Success team, improving CSM productivity, reducing manual effort, and freeing capacity for high-value customer engagement. Build, coach, and develop a high-performing global team of Customer Success Managers and team leads across multiple regions, fostering a culture of accountability, curiosity, innovation, and customer centricity. Define and operationalize key success metrics including NPS, CSAT, time-to-value, product adoption, NRR, GRR, and expansion revenue to drive continuous improvement across the organization. Here's What You Need: 15+ years of experience in Customer Success, account management, or related customer-facing roles, with at least 8 years in a leadership capacity managing teams and managers. Deep expertise in SaaS business models, with a strong understanding of customer lifecycle management, renewal and expansion motions, and what drives long-term retention. Demonstrated success owning and improving net revenue retention in a B2B SaaS environment, with experience managing a large and diverse book of business. Strong analytical mindset with the ability to build and leverage customer health frameworks, usage data, and business intelligence to prioritize efforts and make informed decisions. Proven experience leveraging AI, automation, and emerging technologies to improve Customer Success operations, enhance the customer experience, increase team efficiency, and drive measurable business outcomes. Demonstrated ability to lead organizational transformation and change management initiatives, with experience evolving Customer Success teams from reactive to proactive, AI-augmented operating models. Experience leading global Customer Success teams across multiple regions, with an understanding of how to adapt engagement models and team structures to serve diverse markets effectively. Experience in the event technology, hospitality, or marketing technology space is a plus, with the ability to quickly develop deep knowledge of Cvent's platform and customer use cases. Proven ability to build and scale Customer Success teams and processes in a high-growth environment, including playbook development, tooling, and CSM enablement. Exceptional communication and executive presence, with the ability to build trusted relationships with senior customer stakeholders. Bachelor's Degree required.