Assistant Manager/ Manager, Enterprise

Cvent; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Cvent is seeking a Senior Enterprise Customer Success Manager to lead a high-performing team in Gurugram, driving client outcomes and adoption of AI-driven insights. You will collaborate with Sales, Account Management, and other stakeholders to identify growth opportunities while ensuring top-tier customer satisfaction.

You will coach team members, monitor performance, and champion standardized plays, with emphasis on NPS, ARR expansion, and customer health across a diverse portfolio.

Qualifications

• Experience leading an Enterprise Customer Success team.
• Proven ability to coach and develop team members.
• Strong data literacy and ability to interpret dashboards and metrics.
• Ability to travel up to 25%.
• Experience partnering with Sales and Account Management.

Responsibilities

• Provide day-to-day leadership for a team of Enterprise Customer Success Managers.
• Coach and develop team members to achieve and exceed Management Business Objectives and KPIs.
• Conduct regular 1:1s, call reviews, and portfolio reviews.
• Recognize high performance and manage resource allocation.
• Identify growth opportunities through client assignments and professional development.
• Monitor portfolio performance using dashboards and AI insights.
• Guide team in applying standardized customer success plays and data-driven strategies.
• Join customer meetings to understand objectives and align strategies.
• Partner with Sales and other stakeholders to progress opportunities.
• Ensure accurate documentation in Cvent systems.
• Represent team in cross-functional forums and drive process improvements.

Skills

Client relationship management

AI fluency

Data-driven decision making

Effective communication

Travel flexibility

Tools

Salesforce.com

Webex

Microsoft Word

Excel

PowerPoint

Outlook

Job description

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.

• Provide day-to-day leadership for a team of Enterprise Customer Success Managers, including hiring support, onboarding, performance management, and oversight of daily operations
• Coach and develop team members to achieve and exceed Management Business Objectives (MBOs) and key performance expectations (e.g., adoption, NRR/GRR, client health, NPS)
• Conduct regular 1:1s, call reviews, and portfolio reviews to support skill development, account strategy, and career growth
• Provide formal and informal recognition when performance meets and exceeds role-level expectations
• Identify growth opportunities for team members through client assignments, projects, and professional development in line with Enterprise Success competencies and career pathing
• Monitor performance of your team’s Enterprise portfolio in areas such as NRR, GRR, NPS, adoption, lead generation, and consumption-to-contract, using dashboards and AI-driven insights to identify trends, risks, and opportunities
• Monitoring team performance including AI adoption rates and the quality of AI-driven insights being applied, while personally demonstrating AI fluency and leading by example in adopting new tools and agentic workflows
• Guide your team in applying standardized customer success plays (success planning, success reviews, calls to action) and using data and AI-driven insights to inform account strategies
• Join customer meetings (onsite or virtual) to understand customer business objectives, validate progress against success plans, and support your team in navigating complex challenges and opportunities
• Partner with Sales, Account Management, and other stakeholders to identify and progress business opportunities (expansion, cross-sell, upsell) based on client maturity, product usage, and program goals
• Ensure accurate and timely documentation of success plans, and customer activity in Cvent systems
• Recommend resource allocation and workload balancing across your team to ensure appropriate coverage and a scalable engagement model
• Provide real-time feedback and suggestions to improve both the internal and external customer experience, escalating risks and themes to the Director as appropriate
• Contribute to team-level initiatives that improve processes, tools, and playbooks, and drive consistency in how Enterprise clients are managed
• Collaborate with HR Business Partners/Talent and the Director on performance management, recruiting, and training and development needs for your team
• Represent your team in Client Success and cross-functional forums, sharing insights from the field and contributing to improvements that enhance employee experience, client outcomes, and operational excellence
• Support implementation of process and systems changes that complement our service offerings and improve efficiency and productivity
• Perform additional responsibilities as needed in support of Director and Enterprise Success priorities
• Prior use of online registration and booking tools preferred
• Excel at developing client relationships
• Ability to work independently and manage multiple projects simultaneously
• Ability to communicate effectively with clients and internal team members
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook
• Prior use of products such as Salesforce.com and Webex a plus
• Strong data literacy: comfortable interpreting dashboards and team metrics to guide strategy coaching, and decision making
• Ability to travel 25%
• Demonstrated AI fluency and a track record of driving adoption — including agentic and automated workflows — both personally and across the team; ability to evaluate, champion, and onboard AI tools that improve team performance and output quality