Vice President/Senior Director, Customer Services Strategy & Transformation

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and ~34,000 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:

• Define and execute the global organization's long-term strategy and operating model with the Chief Customer Officer and leadership team.
• Turn priorities into transformation roadmaps, capabilities, and measurable outcomes; design how people, AI, digital experiences, data, technology, and processes work together at scale.
• Evolve processes, systems, analytics, planning, and management mechanisms; establish an operating system that makes customer outcomes, business and financial performance, capacity, productivity, and transformation progress visible.
• Improve operations through simplification, standardization, automation, and process redesign.
• Lead the Customer Services AI, automation, and agentic transformation agenda; redesign workflows and customer journeys around people and AI.
• Define the right mix of human-led, digital, self-service, and agent-led interactions by customer segment and journey.
• Partner with Product and Technology on scalable AI, data, technology, and platform capabilities. Prioritize opportunities by customer value, business impact, feasibility, economics, and risk; measure adoption, productivity, quality, customer experience, and financial impact.
• Advise Customer Success, Support, Professional Services, and Learning & Development leaders on transformation and connect their strategies into a cohesive customer journey.
• Evolve Customer Success models for scalable adoption, outcomes, value realization, retention, and growth; partner with Professional Services on strategy, portfolio, delivery and resource models, economics, and AI-enabled delivery.
• Help Support deliver more intelligent, proactive, automated, and self-service experiences while retaining high-value human engagement. Evolve customer and employee learning for how AI changes knowledge creation, discovery, consumption, and application.
• Lead Customer Services M&A and cross-functional execution: Lead Customer Services from M&A due diligence through integration and value realization. Assess acquired customers, organizations, talent, operating and service models, processes, technology, economics, opportunities, and risks.
• Define the target operating model and integration strategy while protecting customer relationships, retention, and business continuity. Partner on organizational integration, customer migration, systems, data, services, and ways of working; build repeatable capabilities and track synergies, risks, milestones, and value.
• Serve as a senior Customer Services leader and trusted partner to the Chief Customer Officer. Align senior stakeholders and lead execution across Sales, Marketing, Product, Technology, Finance, Legal, Corporate Development, and other teams - connecting Customer Services priorities to Cvent's growth strategy, commercial model, product roadmap, and technology investments.

Physical Demands

We are not able to offer sponsorship for this position.

Here's What You Need:

• 12+ years of progressive leadership in Customer Services, operations, strategy, transformation, or related fields, preferably in global SaaS or technology.
• A record of leading large, complex, globally distributed organizations, including large teams and leaders of leaders, with meaningful accountability for revenue, services revenue, retention, budgets, or other material business outcomes.
• Operational leadership and transformation experience: evolving operating models, processes, systems, metrics, planning, and organizational capabilities while maintaining customer, operational, and financial performance.
• Strong knowledge of SaaS post-sales functions such as Customer Success, Support, Professional Services, customer education, or operations; experience with workforce and capacity planning, productivity, forecasting, business planning, performance management, and investment prioritization at scale.
• Strong understanding of AI, generative AI, agentic technologies, and automation, with the ability to apply them to operating models, customer experience, workforce strategy, and economics.
• Leadership experience in M&A due diligence, integration, or post-merger transformation.
• Strong business and financial acumen, analytical skills, executive communication, and ability to turn data into measurable outcomes, influence senior leaders, and lead change across organizational boundaries.
• A record of attracting, developing, and leading high-performing teams and senior leaders.
• Bachelor's degree or equivalent professional experience; advanced degree preferred.

What Will Set You Apart

• Leading a scaled Customer Services, post-sales, or customer operations organization, including hundreds of employees and material revenue, retention, services, or financial outcomes.
• Combining operational leadership with hands-on delivery of large-scale transformation and AI-enabled operating model redesign.
• Evolving Customer Success, Support, Professional Services, or Learning in a scaled SaaS environment; integrating acquired SaaS or technology businesses into a global operating model.
• Bringing strategic thinking, operational depth, and leadership at scale to turn a vision for complex organizations into sustained execution and measurable results.