Head of Customer Success – Scale & Retain SaaS Accounts

Splash; Tysons (VA); Hybrid; USD 95,000 - 125,000; Full time

Job summary

Cvent is seeking a senior Customer Success Leader to oversee a high-performing team serving enterprise clients. You will drive retention, adoption, and value realization across a growing portfolio, balancing strategic leadership with hands-on execution.

Ideal candidates have 7+ years in customer success, 3+ years managing teams, and a strong track record in analytics, cross-functional collaboration, and executive communication.

Qualifications

• 7+ years in Customer Success or related roles in B2B SaaS.
• At least 3 years of people management experience.
• Experience with enterprise customer segments and scalable playbooks.
• Strong data-driven decision making and stakeholder communication.

Responsibilities

• Lead, coach, and mentor a team of CSMs supporting enterprise customers.
• Set expectations, conduct 1:1s, and drive performance with data feedback.
• Develop scalable customer success programs to improve retention and adoption.
• Collaborate with Sales, Product, Marketing, and Support to align goals.
• Own escalation responses and drive cross-functional resolution.

Skills

Team leadership

SaaS experience

Executive communication

Analytics & metrics

Cross-functional collaboration

Job description

Cvent is seeking a senior Customer Success Leader to oversee a high-performing team serving enterprise clients. You will drive retention, adoption, and value realization across a growing portfolio, balancing strategic leadership with hands-on execution.

Ideal candidates have 7+ years in customer success, 3+ years managing teams, and a strong track record in analytics, cross-functional collaboration, and executive communication.