Customer Retention Manager

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.

The Customer Retention Manager will work within the global Customer Retention team, a function of the Account Management department at Cvent.  This team partners with both internal stakeholders and customers to drive the resolution of customer issues and mitigate the risk of revenue loss or non-renewal. This role is customer-facing and brings visibility and attention to causes of customer dissatisfaction by working directly with the customer on the issue and serving as an internal consultant for the Cvent Account Team.

In This Role, You Will:

In this role, you will:

• Manage a portfolio of escalated accounts proactively submitted by Account Managers via the Customer Retention case management system (SFDC).
• Gain a complete and objective understanding of the escalated account situation through deep account research and discussions with internal stakeholders.
• Establish a consensus between customer and Cvent on root cause of issue, paving a path for remediation plans and next steps.
• Project manage steps toward issue resolution, which often involves detailed contractual adjustments and granular, cross-functional interaction with supporting teams.
• Engage with the customer as a point of escalation by representing the larger Cvent leadership team, and take ownership of case resolution when possible.
• Act with professionalism and a sense of urgency when working through tense, emotionally charged, or complex customer issues.
• Serve as a liaison between customers and Cvent leadership, thoughtfully considering need for additional internal escalation for involvement or awareness.
• Work collaboratively and effectively with leaders across the organization, often outside of Sales (Finance, Legal, Client Services, Product), to analyze and resolve complex customer issues.
• Routinely track progress to resolution and corresponding metrics within Salesforce for accurate reporting to assigned account resources and stakeholders.
• Secure approval and quantify concessions for every assigned escalation and issue.
• Maintain an in-depth knowledge of Cvent products and services, financial booking rules, contracting processes, and internal escalation paths.

Here's What You Need:

Here’s what you need:

• Bachelor’s Degree or equivalent work experience.
• 6+ years of proven customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment, preferably within the event, hotel, or travel industries.
• Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively.
• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred.
• Exceptional attention to detail and communication skills.
• Comfort communicating with diverse internal and external audiences at all seniority levels.
• Strong project management and organizational skills.
• Strong objection-handling and negotiation skills.
• Experience in an extremely fast-paced and ever-changing environment.
• Strong sense of initiative and personal accountability in an entrepreneurial culture.
• Ability to function independently and with integrity.
• High emotional intelligence and ability to convey empathy.

This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.

The estimated base salary range for new hires into this role is $75,000-$95,000 annually + commission depending on factors such as job-related knowledge, relevant experience, and location. We also offer a competitive benefits package, details of which can be found here.

Physical Demands

We are not able to offer sponsorship for this position.

In this role, you will:

• Manage a portfolio of escalated accounts proactively submitted by Account Managers via the Customer Retention case management system (SFDC).
• Gain a complete and objective understanding of the escalated account situation through deep account research and discussions with internal stakeholders.
• Establish a consensus between customer and Cvent on root cause of issue, paving a path for remediation plans and next steps.
• Project manage steps toward issue resolution, which often involves detailed contractual adjustments and granular, cross-functional interaction with supporting teams.
• Engage with the customer as a point of escalation by representing the larger Cvent leadership team, and take ownership of case resolution when possible.
• Act with professionalism and a sense of urgency when working through tense, emotionally charged, or complex customer issues.
• Serve as a liaison between customers and Cvent leadership, thoughtfully considering need for additional internal escalation for involvement or awareness.
• Work collaboratively and effectively with leaders across the organization, often outside of Sales (Finance, Legal, Client Services, Product), to analyze and resolve complex customer issues.
• Routinely track progress to resolution and corresponding metrics within Salesforce for accurate reporting to assigned account resources and stakeholders.
• Secure approval and quantify concessions for every assigned escalation and issue.
• Maintain an in-depth knowledge of Cvent products and services, financial booking rules, contracting processes, and internal escalation paths.

Here’s what you need:

• Bachelor’s Degree or equivalent work experience.
• 6+ years of proven customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment, preferably within the event, hotel, or travel industries.
• Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively.
• Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred.
• Exceptional attention to detail and communication skills.
• Comfort communicating with diverse internal and external audiences at all seniority levels.
• Strong project management and organizational skills.
• Strong objection-handling and negotiation skills.
• Experience in an extremely fast-paced and ever-changing environment.
• Strong sense of initiative and personal accountability in an entrepreneurial culture.
• Ability to function independently and with integrity.
• High emotional intelligence and ability to convey empathy.

This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.

The estimated base salary range for new hires into this role is $75,000-$95,000 annually + commission depending on factors such as job-related knowledge, relevant experience, and location. We also offer a competitive benefits package, details of which can be found here.

Physical Demands

We are not able to offer sponsorship for this position.