Customer Success Manager, MidMarket (Goldcast)

Cvent; Tysons (VA); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Comprehensive health benefits

Employee development programs

Flexible working arrangements

Job summary

A leading technology firm in Tysons, Virginia, is seeking a Customer Success Manager to oversee global and Fortune 500 client accounts. The role involves building strong client relationships, monitoring user adoption, and working with various departments to ensure user satisfaction. Candidates should have 2+ years of experience in a Customer Success field and possess a Bachelor’s degree. This position relies on effective communication and project management skills, with opportunities for professional growth.

Qualifications

• 2+ years of work experience in a Customer Success role.
• Experience working in a Fortune 500 corporation, hospitality, or high-tech industry.
• Prior use of online registration and booking tools preferred.

Responsibilities

• Manage global and Fortune 500 level client accounts.
• Cultivate new business opportunities using strategic questioning.
• Monitor user adoption and recommend strategies for improvement.

Skills

Client relationship development

Effective communication

Independent project management

Analytical thinking

Education

Bachelor’s degree or equivalent experience

Tools

Salesforce.com

Microsoft Office Suite

WebEx

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.

Our team of Customer Success Managers is a group of dynamic, high-energy professionals whose focus is consulting on Cvent’s event management solutions. The team resides within Cvent’s Client Services department and supports some of the company’s most valuable clients. This can include supporting clients with Strategic Meetings Management Programs. Cvent offers a comprehensive solution that allows companies to implement enterprise-wide SMM programs. Cvent\'s SMM solution streamlines the meetings process from the planning and sourcing phases, through registration and travel booking.

The Customer Success Manager is an integral part of the Cvent Customer Success Organization. Under the guidance of the Director and Strategic Account Team Manager, you will work with strategic accounts to drive adoption of Cvent\'s products, increase revenue opportunities, and improve the overall success of the client relationships.

Responsibilities

• Global and/or Fortune 500 level client account oversight and ownership
• Cultivate new business opportunities by asking questions, mining opportunities presented and sharing findings with sales
• Monitor user adoption and system usage, recommend strategies to increase usage/adoption
• Maintain strong advisory relationship with key client contacts in positions that can significantly impact adoption
• Monitor user compliance and recommend strategies to increase usage/compliance
• Conduct strategic business reviews to gauge progress, identify areas for improvement, gather and maintain key client metrics to achieve client/company objectives
• Contribute towards new account implementation or guided on-boarding as the primary strategic account owner
• Produce client deliverables such as communications plans, SOP’s, strategic account plans, etc.
• Manage activities and liaise between the client and the various departments within Cvent, including Technology, Sales, Client Services and Marketing
• Design, coordinate and in some cases conduct user training programs
• Provide consultation on business processes and best practices as it relates to enterprise meeting management technology and event sourcing
• Demonstrate detailed product knowledge and gather client requirements for future product releases
• Document, route and track feature requests, and provide client with progress updates
• Contribute towards internal departmental process documentation
• Demonstrate detailed product knowledge and gather client requirements for future product releases
• Support sales related activities and demonstrations when SMM features or functionality is of interest

Qualifications

• Bachelor’s degree or equivalent professional industry working experience strongly preferred. Advanced degree a plus
• 2+ years of work experience in a Customer Success role
• Experience working in Fortune 500 corporation, travel, hospitality, software or other high-tech industry a plus
• 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
• Ability to travel up to 15%
• Preferably based at our Headquarters office in McLean, VA or if remote, in the United States

Other

Physical Demands

We are not able to offer sponsorship for this position.