Customer Success Manager (Venue & Vendor Sourcing)

Overview:

Our Culture and Impact

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.

As a Customer Success Manager on the Venue & Vendor Sourcing team, you will be a strategic partner to our venue and vendor sourcing customers, helping them adopt and expand their use of Cvent Supplier Network (CSN) and related sourcing capabilities. You will lead success planning and day-to-day engagement for key accounts, using data and best practices to increase RFP volume, drive feature adoption (e.g., RFP Showcase), and grow the community of sourcing users across our customers’ organizations.

By partnering with program owners, event teams, procurement, and other stakeholders, you will support customers in defining their Venue & Vendor sourcing strategy, realizing value from sourcing through Cvent, and advancing the maturity of their sourcing programs over time. This role is ideal for someone who is comfortable in senior level customer conversations, is highly analytical, and is passionate about driving measurable outcomes through transformation.

In This Role, You Will:

• Manage a portfolio of Venue & Vendor sourcing accounts, in conjunction with the primary Customer Success resource, acting as the designated sourcing strategy expert for strategic and day-to-day engagement across planners, procurement, and program owners.
• Create and maintain Venue & Vendor sourcing success plans with clients, in partnership with the primary success resource, that define business objectives, success metrics, milestones, and ownership, with a focus on logo retention, sourcing adoption, and program maturity.
• Lead or co-lead Customer Success Reviews (CSR/ABR) alongside the primary success resource to assess progress against success plans, highlight sourcing impact (e.g., RFP volume, cycle time, savings, consolidation), and identify opportunities to optimize programs and expand the relationship.
• Monitor and analyze sourcing adoption and usage across your shared portfolio (e.g., RFP volume trends, new sourcing users, feature utilization such as RFP Showcase) and build data-driven recommendations and joint action plans with the account team to increase usage and value realization.
• Drive feature adoption for key CSN capabilities, including RFP Showcase and other strategic sourcing features, by identifying target accounts with the success resource, running campaigns, and coaching customers to incorporate features into their standard workflows.
• Increase the number of sourcing users within your aligned accounts by identifying new planner and stakeholder groups, orchestrating enablement, and partnering with the broader account team to expand sourcing usage across regions, business units, and event types.
• Provide consultation on sourcing processes and best practices, tailoring recommendations to each customer’s operating model (e.g., policy and compliance, preferred Venue & Vendors, sourcing templates, bid comparisons, approvals).
• Proactively engage customers on CSN roadmap updates and initiatives, coordinating with the primary success resource to ensure a unified message on new functionality, how it maps to their goals, and what actions are needed to adopt it effectively.
• Leverage data and AI-driven insights in collaboration with the primary success resource to identify trends, risks, optimization opportunities across accounts, and translate those insights into clear, actionable recommendations for both customers and internal stakeholders.
• Partner closely with Sales, Account Management, and cross-functional teams, working in tandem with the primary success resource to deliver a unified customer experience, support renewals, and uncover expansion opportunities.
• Maintain high-quality Gainsight hygiene and success documentation, including success plans, timeline entries, and CTAs that reflect key milestones, touchpoints, and outcomes for your shared accounts.
• Serve as a voice of the customer for CSN, advocating for customer needs, sharing insights and trends with Product and other partners, and influencing sourcing product and program strategy.
• Additional responsibilities as assigned.

Here’s What You Need:

• Bachelor’s degree or equivalent professional experience; an advanced degree is a plus.
• 4 -8 years of professional work experience, preferably 5 in a Customer Success role.
• Prior experience working in a Fortune 500 corporation, hospitality, meetings & events technology, or similar enterprise SaaS platforms; experience helping customers to promote adoption of new technologies is preferred.
• Experience working in or with cross-functional account teams (e.g., Sales, Account Management, Services, Product, Marketing) in a matrixed environment.
• Fluency with AI-driven tools and agentic automation
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook; strong skills in building executive-ready presentations and reporting.
• Prior use of Salesforce or similar CRM, and familiarity with customer success platforms and collaboration tools (e.g., Teams, Zoom, Slack).
• Ability to travel up to 15%
• Position will be based in US headquarters; open to remote US based on experience (must be flexible to cover US client time zones)

This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.

The estimated base salary range for new hires into this role is $85,000-$115,000 annually + bonus depending on factors such as job-related knowledge, relevant experience, and location. We also offer a competitive benefits package, details of which can be found here.

Physical Demands

We are not able to offer sponsorship for this position.