Head of Customer Success - Enterprise SaaS

Cvent; Tysons (VA); On-site; USD 95,000 - 120,000; Full time

Benefits offered by this job

Bonus

Job summary

Cvent is seeking a manager to lead a high-performing team of Customer Success Managers for commercial and enterprise customers. You will drive retention, adoption, and value realization across a growing book of business.

In this role you will partner with Sales, Product, and Marketing to align on goals, implement scalable CS programs, and coach a distributed team to deliver exceptional customer outcomes at scale.

Qualifications

• 7+ years in Customer Success or related roles in B2B SaaS.
• At least 3 years of people management experience.
• Experience with enterprise and commercial customer segments.
• Proven ability to coach distributed teams.
• Strong communication with executives and stakeholders.
• SaaS industry knowledge; event tech or marketing tech preferred.

Responsibilities

• Lead, coach, and mentor a team of Customer Success Managers.
• Develop scalable CS programs to improve retention and adoption.
• Align onboarding, adoption, renewal, and expansion across the customer lifecycle.
• Partner with Sales, Product, and Marketing to inform roadmaps and customer strategy.
• Own escalation response and cross-functional coordination.
• Track and improve team KPIs and customer outcomes.

Skills

Team leadership

SaaS experience

Customer success

Data analytics

Cross-functional collaboration

Executive communication

Performance management

Mentoring

Tools

CRM software

Data analytics tools

Job description

Cvent is seeking a manager to lead a high-performing team of Customer Success Managers for commercial and enterprise customers. You will drive retention, adoption, and value realization across a growing book of business.

In this role you will partner with Sales, Product, and Marketing to align on goals, implement scalable CS programs, and coach a distributed team to deliver exceptional customer outcomes at scale.