Director/Senior Manager, Customer Success Operations

Cvent; Tysons (VA); On-site; USD 120,000 - 180,000; Full time

Job summary

Cvent is seeking a Director/Senior Manager, Client Services Operations, for its HQ in Tysons Corner, VA. You will shape an operations strategy to scale Cvent’s Global Customer Success team and translate strategy into execution with process improvements, automation, and data-driven decisions.

Responsibilities include driving CS transformation initiatives, owning the tech stack for CS, and partnering with IT, PMO, and product teams on improvements.

Qualifications

• 10+ years in a Customer Services Operations or related leadership role in SaaS.
• Experience leading internationally diverse teams and complex programs.
• Strong track record in process improvement and operational scaling.
• Excellent written and verbal communication skills across stakeholders.

Responsibilities

• Define and drive cross-departmental execution of CS Transformation initiatives.
• Own and improve the technology stack supporting CS processes.
• Lead Knowledge Management and Globalization efforts.
• Design global CS operations strategy for scale and efficiency.
• Lead design and rollout of new support channels and programs.
• Collaborate with product teams on customer-facing changes.
• Forecast, budget, and track performance against plan.
• Ensure transparent reporting and data-driven decision-making.

Skills

Operations leadership

Cross-functional leadership

Data-driven decisions

Forecasting

Budgeting

Automation/AI

Team management

SaaS domain

Process improvement

Education

Bachelor’s or Master’s degree or equivalent experience

Tools

CRM systems

Data management tools

Job description

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ 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.

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 34,000+ 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.

Due to tremendous growth, we are seeking a meticulously detailed individual, who is technically astute but also has a mastery of both communication and people skills to develop key strategic partnerships, while continuously driving improvement in measurable financial/business metrics.

This individual will deliver key process, IT and change management type of initiatives, from process re-engineering, vendor selection, data migration, process modeling, and system implementations, preferably in a SaaS or high growth environment. They will also lead and manage on time and on budget delivery of projects.

This individual will champion project management best practices across the organization and drive the implementation of projects while working alongside talented, intelligent, driven and innovative individuals in a growing and entrepreneurial environment.

Cvent is seeking a Director/Senior Manager, Client Services Operations, for our HQ office in Tysons Corner, VA, who will be responsible for developing an operations strategy to scale and grow Cvent’s Global Customer Success team. In this role, you will operationalize CS’s strategic shift, essentially translate strategy into execution. You will drive a global cohesive operations approach to enable more efficient operations through process improvements, automation, and data-driven decision-making.

• Define and drive cross-departmental execution of CS’s transformation initiatives, in close alignment with the Senior Director of CS Transformation Projects
• Own the technical and architectural aspects of the technology stack that enables CS’s core business processes.
• Be a key contact to Cvent internal stakeholders such as IT, Technology, PMO etc.
• Own and continuously improve Knowledge Management and Globalization initiatives
• Design a global Customer Service operations strategy to optimize existing processes for global scale
• Define and improve operational processes within each Customer Services team and function
• Work closely with your peers in the CS Senior Leadership Team to identify areas for process improvement and streamline processes for consistency
• Collect and analyze department performance and delivery data, taking action jointly with the department heads to address performance shortcomings
• Establish transparent reporting to the organization
• Measure and improve overall customer experience levels through data driven analysis and action planning
• Streamline and refine standard operating procedures for customer facing processes
• Work closely with CS leaders on design and rollout of new support channels, programs, and service offerings
• Work closely with product teams to understand and give input into product changes relating to the customer service department
• Identify and act to remove obstacles to delivering consistently high levels of service
• Actively participate in forecasting and budgeting exercises for teams within Customer Service and track the actual performance against budget
• Bachelor’s or Master’s degree or equivalent experience in a related field
• Proven ability to manage an internationally diverse and multi-faceted team
• Overall 10+ years of experience in a Customer Services Operations role, preferably with a rapidly growing company in the SaaS space,
• Ability to prioritize, manage time well, and work closely with the stakeholders to quickly address needs and adjust focus as needed
• A track record of business process improvement
• Demonstrated understanding of common customer services tools and processes
• Outstanding written and verbal communication skills
• Ability to creatively solve problems
• Ability to analyze data and provide recommendations
• Ability to work with cross-functional stakeholders to advocate for the needs of the team
• Experience with automation and/or AI is strongly preferred
• Knowledge of data management/architecture is strongly preferred