Manager, Customer Success, Digital Solutions

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,000+ employees and 24,000+ 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.

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, Customer Success – Mid Market & Enterprise, Digital Solutions to lead a high‑performing team of Customer Success Managers (CSMs) and Implementation Managers (IMs) dedicated to Goldcast’s mid‑market and enterprise 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, 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.

• Lead, coach, and mentor a team of CSMs and IMs supporting mid‑market and enterprise customers to deliver high‑impact customer 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.
• Design and 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.
• Drive strategy alignment across onboarding, adoption, renewal, and expansion stages of the customer lifecycle.
• Develop data‑driven frameworks to monitor account health, team KPIs, and segment performance trends.
• Partner with Rev Ops and Finance to define success metrics and track the team’s impact on retention and revenue expansion.
• Identify and implement process improvements, tooling, and automation to increase efficiency and deliver a consistent customer experience.
• Serve as a trusted escalation point for strategic or high‑risk customers, ensuring timely and effective resolution.
• Work cross‑functionally with Product, Engineering, and Support teams to remove barriers and continuously improve the customer journey.
• Develop and support customer education initiatives that promote platform mastery, self‑service, and long‑term success.
• Partner with Sales leadership to ensure…