Senior AI-Driven Client Services Operations

Cvent, Inc.; Tysons (VA); On-site; USD 55,000 - 80,000; Full time

Job summary

Cvent, Inc. is seeking a strategic, AI-forward Client Services Operations Senior Associate in Tysons, VA to lead programs, optimize systems, and scale a data-driven CS team across the customer lifecycle.

You will partner with Sales, Product, Marketing, Support, Analytics, and leadership, owning end-to-end operations and AI-enabled workflows to drive efficiency and superior client experiences.

Qualifications

• 5+ years in Client Services Operations, client services, or related PM roles in B2B SaaS.
• Strong knowledge of customer experience, workflows, health scoring, and PM methods (Agile/Waterfall).
• Hands-on with AI-powered workflows and automations that reduce human effort.
• Proficient in Jira/Smartsheet and CRM/CSM platforms like Salesforce or Gainsight.
• Excellent written communication, organization, and cross-functional collaboration.
• Systems-thinking mindset for scalable, automated processes.
• Awareness of data privacy and governance in enterprise software.

Responsibilities

• Lead end-to-end CS operations initiatives and programs across waterfall and agile workstreams.
• Build and rollout AI workflows integrated with CS tools and processes.
• Identify opportunities to enhance the client journey and automate touchpoints.
• Collaborate with Sales, Product, Marketing, Support, Analytics, and leadership.
• Define KPIs, create dashboards, and report on retention, expansion, and CS metrics.
• Design scalable processes and automation to increase efficiency.
• Serve as liaison between executive sponsors and cross-functional teams.

Skills

Program management

AI strategy

Client experience

Cross-functional collaboration

KPIs & dashboards

Process automation

Stakeholder communication

Tools

Jira

Smartsheet

Salesforce

Gainsight

Job description

Cvent, Inc. is seeking a strategic, AI-forward Client Services Operations Senior Associate in Tysons, VA to lead programs, optimize systems, and scale a data-driven CS team across the customer lifecycle.

You will partner with Sales, Product, Marketing, Support, Analytics, and leadership, owning end-to-end operations and AI-enabled workflows to drive efficiency and superior client experiences.