Senior Manager, Customer Success

Cvent, Inc.; Gurugram District; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

A leading event management technology firm in Gurugram seeks a dynamic Customer Success Leader to manage and inspire a team tasked with enhancing client engagement and driving adoption of their Event Management platform. The ideal candidate will have over 12 years of experience, including at least 7 years in leadership roles. Responsibilities include managing escalations, facilitating coaching sessions, and ensuring high-quality customer interactions. Strong leadership, communication skills, and proficiency with tools like Salesforce are crucial for success in this role.

Qualifications

• 12–16 years of overall work experience, with at least 7+ years in a leadership position.
• Experience in B2B customer success, account management, or client-facing roles.
• Strong communicator at all levels, capable of presenting to key stakeholders.

Responsibilities

• Manage, motivate, and develop a team of Client Success professionals.
• Provide strategic guidance and support to team members.
• Handle customer escalations and conduct Root Cause Analysis.

Skills

Leadership

Customer Success

Interpersonal Skills

Data-driven Measurement

Microsoft Office

SaaS Experience

Tools

Salesforce

Gainsight

Job description

Overview:

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.

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.

About the role:

We’re looking for a leader within the Customer Success team at Cvent to manage, coach and lead a group of our Customer Success professionals who work with Cvent’s Event Management platform. This individual is responsible for managing the quality, productivity and day‑to‑day of our success advisors that work with customers to drive adoption, achieve desired outcomes, ensure success with the platform and identify opportunities for expansion and ultimately contract renewal. This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. The ideal candidate must be an engaged leader with the ability to inspire others, drive change and embrace a continuous improvement culture.

In This Role, You Will:

• Manage, motivate and develop a team of Client Success professionals.
• Perform coaching sessions and deliver feedback on the quality of customer engagements.
• Provide strategic guidance and support to reps on providing value‑driven outreach and conversations with customers.
• Conduct structured, bi‑weekly 1:1s with team members to review client priorities, projects, performance objectives and goals.
• Determine team member’s goals and assignments based on strong knowledge of individual’s strengths, opportunity areas and interests.
• Coordinate and assign resources to customer facing tasks.
• Manage day‑to‑day operations of team through real time management.
• Manage customer escalations, handling them through resolution.
• Perform Root Cause Analysis (RCA) and call down customers based on their feedback.
• Give input to performance reviews and performance improvement plans when necessary.
• Provide input for monthly and quarterly business reviews for leadership.
• Identify business improvements that align with company goals to drive the customer and employee experience.

Here’s What You Need:

• Minimum of 12–16 years of overall work experience, with at least 7+ years in a leadership position.
• Relevant experience determines the job title of an Assistant Manager/Manager.
• Previous experience in B2B customer success, account management or other client facing roles.
• Demonstrates strong leadership and people management skills.
• Enthusiastic and engaged leader with the ability to inspire others.
• Excellent interpersonal skills. Must be a strong communicator at all levels and be able to present in large meetings to key stakeholder.
• Contributes to a climate of innovation and continuous improvement to achieve Cvent’s goals.
• Demonstrates ability to manage quality and productivity on a high performing team through variation management.
• Demonstrates personal excellence, accountability and integrity.
• Ability to track key performance metrics and implement solutions to meet client needs.
• Microsoft Office software proficiency, with strong Excel, Word and PowerPoint skills.
• Technical aptitude with strong ability to learn software and upskill.
• Previous experience in SaaS and event industry experience is a plus.
• Knowledge of CRM automation products such as Salesforce and Gainsight.
• Exposure to operational frameworks that focus on data‑driven measurement, client satisfaction scoring of service delivery is a plus.