Customer Success Advisor, Events Solutions
Cvent is a leading meetings, events and hospitality technology provider with more than 4,800+ employees and nearly 22,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group and corporate travel business.
The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship -- a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. We foster an environment that promotes agility, which means we don't have the luxury to wait for perfection. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.
About the role:
We're looking for a Client Success Advisor (CSA) to join our Event Solutions Client Success team. As a CSA, you are the long term, strategic success resource for a portfolio of Advised customers, with deep knowledge of each client's goals, event strategy, and program roadmap.
You will serve as the customer's primary post onboarding point of contact, partnering with Account Management, Onboarding, Outreach, Solutions Specialists, and other internal teams to drive adoption, retention, and growth across your book of business.
This is a great opportunity to build a career in customer success and take early steps toward leadership at a company that is transforming the events industry.
What you will be doing:
- Manage a defined portfolio of customers as their strategic, post onboarding success partner and primary Cvent contact for Event solutions.
- Develop a deep understanding of each customer's event program, business objectives, and success criteria, and translate these into clear, actionable success plans.
- Monitor account health across adoption, usage, event volume, satisfaction, and renewal signals to proactively identify risks and opportunities.
- Lead regular strategic touchpoints (e.g., cadence calls, CSRs, program reviews, roadmap discussions) to align on goals, showcase value, and reinforce partnership.
- Analyze platform usage and event/program performance to provide data driven recommendations that increase ROI and improve outcomes across the customer's event portfolio.
- Identify expansion opportunities (additional products, new use cases, additional business units, or higher event volumes) and collaborate with Account Managers and Sales to shape and execute growth strategies that drive GRR/NRR.
- Collaborate and Coordinate resources cross functionally to bring in the right experts as needed throughout customer journey.
- Act as the voice of the customer, sharing trends, enhancement ideas, and use cases that inform product roadmap, enablement content, and go to market efforts.
- Drive participation in Cvent programs such as CONNECT, CSGs, community conversations, and marketing initiatives to deepen engagement and advocacy.
- Contribute to team excellence and continuous improvement
- Help evolve playbooks, templates, success plans, and internal documentation that scale best practices across the CSA organization.
- Share customer stories, wins, and lessons learned in team forums, huddles, and enablement sessions to elevate overall performance.
- Mentor peers, participate in cross functional projects, and embrace change as Cvent's products and customer expectations evolve.
What you will need for the position:
- Bachelor's degree or equivalent practical experience in a relevant field.
- 3+ years in a customerfacing role such as Customer Success, Account Management, Consulting, or similar, ideally within SaaS, marketing technology, or events/hospitality.
- Proven ability to manage a portfolio of accounts, prioritize time across customers with varying sizes and needs, and consistently meet or exceed performance targets.
- Exceptional verbal and written communication skills, with the ability to simplify complex topics and tailor your message to executives and daytoday users alike.
- Strong analytical and problemsolving skills, including comfort using data to tell a story, influence decisions, and shape recommendations.
- Demonstrated customercentric mindset, high empathy, and a track record of building trusted, longterm relationships.
- Effective project and time management, with the ability to run multiple strategic initiatives, calls, and followups in parallel without dropping details.
- Comfort operating in a fastpaced, changing environment, embracing new processes, tools, and product capabilities as they roll out.
- Techsavviness and willingness to learn complex SaaS solutions and internal systems such as Salesforce, Gainsight, Zoom/Teams, and analytics tools.
What you will need for the position:
- Portfolio achieves strong retention and growth (GRR/NRR), with minimal preventable churn and clear expansion impact attributed to CSA collaboration.
- Customers demonstrate healthy adoption and event performance, with improved usage metrics and positive trend lines across their Cvent program.
- Customer feedback, CSAT/CLS results, and community participation reflect a high quality customer experience and strong advocacy for Cvent.
- You are an engaged member of the CSA and broader Success community, contributing to documentation, initiatives, and peer learning while embracing change and driving continuous improvement.
