Customer Success Manager, Enterprise

Enterprise Customer Success Manager (CSM)

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.

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 an Enterprise Customer Success Manager (CSM) you will be a key partner to our enterprise customers, helping them adopt the Cvent platform, achieve their business objectives, and build mature meetings and events programs. You will lead success planning and day-to-day engagement for key accounts and collaborate closely with internal teams to deliver measurable business outcomes on the Cvent platform.

By working with program owners, event teams, and marketing stakeholders, you will support customers in defining their program strategy, realizing value from their investment, and advancing program maturity over time.

This role is ideal for someone who enjoys solving problems with customers, is highly organized, and is motivated by seeing customers succeed and grow with Cvent.

In This Role, You Will:

• Manage a portfolio of enterprise accounts, (10-25), acting as a designated point of contact for customers up to C level for day-to-day engagement and adoption.
• Create and maintain success plans with clients that define business objectives, success metrics, milestones, and ownership, helping them advance adoption, strategic meeting management, and program maturity.
• Conduct Customer Success Reviews (CSR/ABR) to assess progress against success plans, highlight impact, and identify opportunities to optimize programs and expand the relationship.
• Collaborate closely with cross-functional teams to deliver a unified customer experience, support renewals, and identify opportunities such as new use cases, additional departments, or regions showing interest in Cvent.
• Monitor and analyze user adoption and system usage; build data-driven recommendations and lead joint action plans with customer stakeholders to increase usage, expand use cases, and drive value realization.
• Use data and AI-driven insights to identify trends, risks, and optimization opportunities across accounts, and translate those insights into clear, actionable recommendations.
• Identify when customers would benefit from additional or refreshed training and recommend appropriate training paths or re-onboarding working with internal teams to execute.
• Document and track feature requests and feedback and keep customers informed on roadmap items and newly released capabilities.
• Contribute to internal process documentation, playbooks, and best practices that elevate the Enterprise Customer Success team's effectiveness and consistency globally.
• Serve as the voice of the customer internally, advocating for customer needs, sharing insights and trends with cross-functional partners, and influencing product and program strategy.
• Additional responsibilities as assigned.

Here's What You Need:

• 4-8 years of professional work experience, preferably 3 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

Multiple positions may be filled from this announcement.

We are not able to offer sponsorship for this position.