About Cvent:
Cvent is a leading meetings, events, and hospitality technology provider. Our comprehensive suite of solutions helps organizations plan, market, manage, and analyze their in-person, virtual, and hybrid events more efficiently. Our Client Success organization partners closely with customers to drive adoption, achieve measurable business outcomes, and realize long-term value from their investment in Cvent.
We are looking for a Senior Client Success Advisor / Client Success Advisor to join our Agency Partners team. In this role, you will manage a customer portfolio helping them successfully leverage Cvent to support their clients event programs while driving retention and growth.
What You Will Be Doing:
Own Customer Success & Account Health
- Manage a defined portfolio of customer accounts, serving as their primary post-sale point of contact.
- Understand customers event programs, business objectives, and success criteria; translate those into clear, actionable plans.
- Monitor account health, including adoption, usage, satisfaction, and renewal indicators to proactively identify risks and opportunities.
Drive Strategic Engagement
- Lead regular strategic touchpoints (e.g., business reviews, roadmap discussions, usage and program reviews) to align on goals, showcase value, and reinforce partnership.
- Analyze platform usage and program performance to provide data-driven recommendations that increase ROI and improve event outcomes.
Promote Growth & Expansion
- Identify expansion and usage growth opportunities within existing accounts (e.g., new products, additional business units, new use cases).
- Partner closely with Account Management and Sales to develop and execute growth strategies that drive GRR/NRR and overall portfolio performance.
- Surface and qualify upsell leads, contributing to shared revenue and retention goals.
Onboard & Drive Adoption
- Lead and coordinate onboarding for new and existing accounts.[RQ1]
- Collaborate with cross-functional teams (Implementation, Product Consultants, Training, Support, and Account Management) to ensure a smooth handoff, configuration, and go-live.
- Build and execute adoption plans, including milestone setting, enablement resources, and ongoing check-ins to ensure customers realize value quickly.
Educate, Enable, and Advocate
- Deliver trainings, webinars, workshops, and office hours to upskill users on Cvent products, features, and best practices.
- Drive awareness and adoption of new features and capabilities.
- Act as the voice of the customer by sharing feedback, trends, and use cases with internal teams (Product, Marketing, Sales, Services) to influence roadmap and go-to-market efforts.
Collaborate Cross-Functionally
- Work closely with Sales, Account Management, Product, Marketing, Implementation, and Support to ensure a seamless, coordinated experience.
- Contribute to internal initiatives that enhance our Customer Success motion (playbooks, templates, success plans, health scoring inputs, etc.).
What You Need for This Role:
Experience & Background
- 6+ years of total professional experience, with 35 years in Customer Success, Account Management, or a similar client-facing role in SaaS.
- Experience managing a high-volume portfolio (5070+ active accounts), ideally across a mix of strategic and growth customers.
- Exposure to virtual, in-person, or hybrid event programs and event marketing best practices is preferred.
Skills & Attributes
- Customer-Obsessed Relationship Builder
- Proven ability to build trusted, long-term relationships with customers, including senior and executive stakeholders.
- Comfortable leading strategic conversations, challenging constructively, and driving toward mutual outcomes.
- Growth & Outcomes Focused
- Demonstrated track record in driving retention, expansion, and adoption metrics (e.g., GRR, NRR, product penetration, usage growth).
- Skilled at discovering new use cases and positioning solutions that align to customer goals.
- Strong Communicator
- Excellent verbal and written communication skills; able to simplify complex concepts for different audiences.
- Confident presenting to groups, leading remote calls, and facilitating working sessions.
- Analytical & Data-Driven
- Comfortable interpreting product usage data, program trends, and account performance metrics to guide strategy and recommendations.
- Able to build and present clear, actionable stories using data.
- Technical Aptitude
- Experience working with SaaS platforms and common business tools (e.g., Salesforce, Gainsight or other CS platforms, and similar systems).
- Ability to quickly learn new technologies and explain product capabilities to customers in practical terms.
- Organized & Self-Directed
- Strong time management, prioritization, and organizational skills; able to manage multiple customers, projects, and deadlines concurrently.
- Comfortable operating in a fast-paced environment with shifting priorities.
- Collaborative Team Player
- Experience working with cross-functional teams in a matrixed environment.
- Contributes positively to team culture; willing to share knowledge, support peers, and drive collective success.
Education:
- Bachelor's degree or an equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.
Work Environment:
Cvent is a fast-paced, fun, and dynamic workplace where we prioritize customer service and strive for excellence. You will join a high-performing Customer Success team that is passionate about:
- Delivering measurable outcomes for our customers
- Collaborating across teams to solve problems and innovate
- Investing in professional growth and development
If you are energized by building strong customer partnerships, driving adoption and growth, and shaping exceptional events with technology, we'd love to hear from you.
