Cvent · 1 day ago
Manager, Customer Success, Digital Solutions
McLean, VA
Full-time
Onsite
Senior Level
7+ years expCvent is a leading meetings, events, and hospitality technology provider. The Manager, Customer Success will lead a team dedicated to driving customer value, retention, and satisfaction for mid-market and enterprise customers, while implementing scalable success programs and strategies.
FinanceFinancial ExchangesFinancial Services
No H1B
Responsibilities
Lead, coach, and mentor a team of CSMs and IMs supporting mid-market and enterprise customers to deliver high-impact customer outcomes
Conduct regular 1:1s, feedback sessions, and performance reviews that drive accountability, engagement, and professional growth
Foster a culture of excellence, ownership, and continuous learning within the customer success organization
Design and execute scalable customer success programs that improve retention, drive adoption, and maximize customer value across a sizable book of business
Implement systems, playbooks, and cadences for proactive risk management, health monitoring, and customer expansion
Drive strategy alignment across onboarding, adoption, renewal, and expansion stages of the customer lifecycle
Develop data-driven frameworks to monitor account health, team KPIs, and segment performance trends
Partner with RevOps and Finance to define success metrics and track the team’s impact on retention and revenue expansion
Identify and implement process improvements, tooling, and automation to increase efficiency and deliver a consistent customer experience
Serve as a trusted escalation point for strategic or high-risk customers, ensuring timely and effective resolution
Work cross-functionally with Product, Engineering, and Support teams to remove barriers and continuously improve the customer journey
Develop and support customer education initiatives that promote platform mastery, self-service, and long-term success
Partner with Sales leadership to ensure seamless handoffs, unified account strategies, and effective renewal/expansion planning
Collaborate with Product and Marketing to bring the voice of the customer into roadmap planning, content development, and campaigns
Align with Implementation and Support teams to deliver an integrated, end-to-end experience across the customer lifecycle
Build programs to capture and amplify customer success stories, case studies, and testimonials
Identify and prioritize expansion opportunities in partnership with Account Executives and Growth teams
Serve as an internal advocate for mid-market and enterprise customers—ensuring their needs are understood and acted upon across the organization
Qualification
Required
7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS, including at least 3 years managing a team
Proven ability to build, coach, and motivate distributed teams in fast-paced SaaS environments
Experience managing mid-market and/or enterprise customer segments where scalability, executive alignment, and structured playbooks are critical
Demonstrated strength balancing big-picture strategy with hands-on tactical execution
Comfortable leveraging dashboards and metrics to assess performance, guide decisions, and prioritize actions
Track record of partnering effectively with Sales, Product, Marketing, Implementation, and Support to align on goals and outcomes
Empathetic, proactive, and skilled at identifying customer needs and delivering solutions that drive long-term success
Strong verbal and written communication skills, with the ability to engage effectively with executives and cross-functional stakeholders
SaaS experience required; background in event technology, marketing automation, or digital experience platforms is a plus
Company
Cvent
Join #CventNation! www.cvent.com/careers What We Do: Cvent is a global market-leading meetings, events, & hospitality technology provider.
Founded in 1999Sydney, New South Wales, AUS
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Reggie Aggarwal
Founder & CEO
Dan Lapus
Senior Vice President / Co-Founder
Recent News
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