Manager, Customer Success

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 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.

We are looking for a manager to lead a high-performing team of Customer Success Managers (CSMs) assigned to Goldcast’s customer base. This is an ideal opportunity for a dynamic, strategic, and empathetic leader who thrives in high-growth SaaS environments and is passionate about driving customer value at scale.

In this role, you will be responsible for retention, product adoption, value realization and customer satisfaction across a rapidly expanding, complex customer portfolio. You will build and optimize a scalable, proactive customer success motion that delivers measurable business outcomes and exceptional customer experiences—at speed and at scale.

In This Role, You Will:

• Lead, coach, and mentor a team of CSMs supporting commercial and enterprise customers to deliver high-impact customer outcomes.
• Set clear role expectations, observe and assess CSM performance against defined standards, and use data and structured feedback to coach to gaps and drive consistent outcomes. Conduct regular 1:1s, feedback sessions, and performance reviews that drive accountability, engagement, and professional growth.
• Foster a culture of excellence, ownership, and continuous learning within the customer success organization.
• Execute scalable customer success programs that improve retention, drive adoption, and maximize customer value across a sizable book of business.
• Implement systems, playbooks, and cadences for proactive risk management, health monitoring, and customer expansion.
• Execute and reinforce alignment across onboarding, adoption, renewal, and expansion stages of the customer lifecycle.
• Executes and refines data-driven frameworks to monitor account health, team KPIs, and segment performance trends.
• Partner with cross-functional teams to track the impact on retention and revenue expansion.
• Identify and implement process improvements, tooling, and automation to increase efficiency and deliver a consistent customer experience.
• Own escalation response with a clear action plan: aligning internal stakeholders, driving resolution, and closing the loop with team learnings.
• Collaborate across Sales, Product, Implementation, and Support to remove friction in the customer journey, represent the CS perspective in cross-functional work, and deliver an integration end-to-end experience across the customer lifecycle.
• Develop and support customer education initiatives that promote platform mastery, self-service, and long-term success.
• Partner with Sales leadership to ensure seamless handoffs, unified account strategies, and effective renewal/expansion planning.
• Collaborate with Product and Marketing to bring the voice of the customer into roadmap planning, content development, and campaigns.
• Serve as an internal advocate for commercial and enterprise customers—ensuring their needs are understood and acted upon across the organization.

Here's What You Need:

• 7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS, including at least 3 years managing a team.
• Proven ability to build, coach, and motivate distributed teams in fast-paced SaaS environments.
• Experience managing commercial and/or enterprise customer segments where scalability, executive alignment, and structured playbooks are critical.
• Demonstrated strength balancing big-picture strategy with hands-on tactical execution.
• Experience using customer, platform, and performance analytics to inform stakeholders, identify trends, and drive proactive action across the book of business.
• Track record of partnering effectively with Sales, Product, Marketing, Professional Services, and Support to align on goals and outcomes.
• Empathetic, proactive, and skilled at identifying customer needs and delivering solutions that drive long-term success.
• Strong verbal and written communication skills, with the ability to engage effectively with executives and cross-functional stakeholders.
• SaaS experience required; background in event technology, marketing automation, or digital experience platforms is preferred.

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 $95,000-$125,000 annually + bonus 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.

• Lead, coach, and mentor a team of CSMs supporting commercial and enterprise customers to deliver high-impact customer outcomes.
• Set clear role expectations, observe and assess CSM performance against defined standards, and use data and structured feedback to coach to gaps and drive consistent outcomes. Conduct regular 1:1s, feedback sessions, and performance reviews that drive accountability, engagement, and professional growth.
• Foster a culture of excellence, ownership, and continuous learning within the customer success organization.
• Execute scalable customer success programs that improve retention, drive adoption, and maximize customer value across a sizable book of business.
• Implement systems, playbooks, and cadences for proactive risk management, health monitoring, and customer expansion.
• Execute and reinforce alignment across onboarding, adoption, renewal, and expansion stages of the customer lifecycle.
• Executes and refines data-driven frameworks to monitor account health, team KPIs, and segment performance trends.
• Partner with cross-functional teams to track the impact on retention and revenue expansion.
• Identify and implement process improvements, tooling, and automation to increase efficiency and deliver a consistent customer experience.
• Own escalation response with a clear action plan: aligning internal stakeholders, driving resolution, and closing the loop with team learnings.
• Collaborate across Sales, Product, Implementation, and Support to remove friction in the customer journey, represent the CS perspective in cross-functional work, and deliver an integration end-to-end experience across the customer lifecycle.
• Develop and support customer education initiatives that promote platform mastery, self-service, and long-term success.
• Partner with Sales leadership to ensure seamless handoffs, unified account strategies, and effective renewal/expansion planning.
• Collaborate with Product and Marketing to bring the voice of the customer into roadmap planning, content development, and campaigns.
• Serve as an internal advocate for commercial and enterprise customers—ensuring their needs are understood and acted upon across the organization.

• 7+ years in Customer Success, Account Management, or related customer-facing roles in B2B SaaS, including at least 3 years managing a team.
• Proven ability to build, coach, and motivate distributed teams in fast-paced SaaS environments.
• Experience managing commercial and/or enterprise customer segments where scalability, executive alignment, and structured playbooks are critical.
• Demonstrated strength balancing big-picture strategy with hands-on tactical execution.
• Experience using customer, platform, and performance analytics to inform stakeholders, identify trends, and drive proactive action across the book of business.
• Track record of partnering effectively with Sales, Product, Marketing, Professional Services, and Support to align on goals and outcomes.
• Empathetic, proactive, and skilled at identifying customer needs and delivering solutions that drive long-term success.
• Strong verbal and written communication skills, with the ability to engage effectively with executives and cross-functional stakeholders.
• SaaS experience required; background in event technology, marketing automation, or digital experience platforms is preferred.

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 $95,000-$125,000 annually + bonus 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.