Client Success Manager, Agency Partners

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Overview

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and approximately 22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent offers a comprehensive event marketing and management platform for marketers and event professionals, along with software solutions for hotels, venues, and destinations to grow their group/MICE and corporate travel businesses. Our technology connects millions of people at events globally and is transforming the meetings and events industry through innovative solutions.

Our Culture

The DNA of Cvent is our people. We foster intrapreneurship—a culture encouraging employees to think and act like entrepreneurs, empowering them to take initiative, embrace risk, and make decisions as if they founded the company. We value diversity and celebrate differences, building a culture of shared connections whether working with colleagues or clients.

Team Description

The Agency Partners Success Team is composed of dynamic professionals focused on consulting for Cvent’s solutions with meeting program managers, marketers, and event professionals. This team is part of the Client Services department and engages proactively with some of the company's most valuable clients, supporting initiatives like Strategic Meetings Management Programs (SMM). Cvent’s SMM solution streamlines the entire meetings process from planning to attendee engagement.

Role Overview

The Client Success Manager is a key member of the Customer Success Organization, working under the guidance of the Sr. Manager, Client Success. Your role involves driving product adoption, increasing revenue opportunities, and enhancing overall client relationships.

Responsibilities

• Oversee agency partner / enterprise client accounts
• Monitor user adoption and system usage; recommend strategies to increase engagement
• Maintain strong advisory relationships with key client contacts
• Create and maintain success plans to foster adoption and program maturity
• Conduct success reviews, gather client metrics, and identify improvement areas
• Support new account implementations and onboarding
• Consult on business processes related to enterprise meeting management technology
• Gather requirements for future product releases and document feature requests
• Identify new business opportunities and share insights with sales teams
• Produce client deliverables like communication plans and SOPs
• Coordinate and conduct user training programs
• Liaise between clients and internal departments including Technology, Sales, and Marketing
• Contribute to internal process documentation
• Perform additional duties as assigned

Qualifications

• Bachelor’s degree or equivalent industry experience; advanced degree a plus
• 7-13 years of experience in Customer Success or related high-tech industries, preferably with Fortune 500 companies
• Experience working with Event Management Agency Partners preferred
• Familiarity with online registration and booking tools preferred
• Strong client relationship skills
• Ability to manage multiple projects independently
• Effective communication skills
• Proficiency with Microsoft Office; experience with Salesforce, Gainsight, Zoom is a plus
• Willingness to travel up to 15%

Note:

We are not able to offer sponsorship for this position.

• Employment type:
  
  Full-time
• Job function:
  Other
• Industry: Software Development