Senior Customer Success Advisor

Overview:

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000+ employees and 24,000+ 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.

In This Role, You Will:

• 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

Here's What You Need:

• 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 day‑to‑day users alike
• Strong analytical and problem‑solving skills, including comfort using data to tell a story, influence decisions, and shape recommendations
• Demonstrated customer‑centric mindset, high empathy, and a track record of building trusted, long‑term relationships
• Effective project and time management, with the ability to run multiple strategic initiatives, calls, and follow‑ups in parallel without dropping details
• Comfort operating in a fast‑paced, changing environment, embracing new processes, tools, and product capabilities as they roll out
• Tech‑savviness and willingness to learn complex SaaS solutions and internal systems such as Salesforce, Gainsight, Zoom/Teams, and analytics tools