Customer Success Manager, Agency Partnerships

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ 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.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

As an (CSM) you will be a strategic partner and advocate for agency partners utilizing Cvent’s solutions; ensuring their success on the platform. By working closely with senior leaders, event teams, and marketing stakeholders, you will enable customers to achieve their event goals, increase platform adoption, and deliver measurable outcomes. You will also act as an extension of their teams, driving long-term value and growth.

In This Role, You Will:

What You Will Be Doing

• Global and/or Fortune 500 level client account oversight
• Monitor user adoption and system usage, recommend strategies to increase usage/adoption
• Maintain strong advisory relationships with key client contacts in positions that can significantly impact adoption
• Support Agency Partners enrolled in Cvent’s Partner Program. Through education of resources, maintenance of certification requirements, and assessing opportunities to help grow their business.
• Collaborate with other Customer Success resources at Cvent who support clients of applicable agencies, to ensure thoughtful collaboration and growth for all parties.
• Monitor user compliance and recommend strategies to increase usage/compliance
• Create and maintain an annual success plans to help client’s advance adoption, strategic meeting management and program maturity
• Conduct success reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
• Contribute towards new account implementation or guided on-boarding as the primary success owner
• Provide consultation on business processes and best practices as it relates to enterprise meeting management technology and event sourcing
• Demonstrate detailed product knowledge and gather client requirements for future product releases
• Document, route and track feature requests, and provide client with updates quarterly
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
• Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
• Design, coordinate and in some cases conduct user training programs
• Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
• Contribute towards internal departmental process documentation

Here's What You Need

• Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
• 7-13 years of work experience in a Customer Success role
• Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry a plus
• Experience in working with Event Management Agency Partners preferred
• Prior use of online registration and booking tools preferred
• Excel at developing client relationships
• Ability to work independently and manage multiple projects simultaneously
• Ability to communicate effectively with clients and internal team members
• Previous expertise in utilizing LLM and other AI resources to help drive positive outcomes
• Proficiency with Microsoft Word, Excel, PowerPoint and Outlook
• Prior use of products such as Salesforce.com, Gainsight and Zoom a plus
• Ability to travel up to 15%