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.
In This Role, You Will:
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.
- 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.).
Here's What You Need:
Experience & Background
- 6+ years of total professional experience, with 3–5 years in Customer Success, Account Management, or a similar client-facing role in SaaS.
- Experience managing a high-volume portfolio (50–70+ 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.
- Bachelor’s degree or an equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities.