Vice President/Senior Director, Customer Strategy & Transformation

Splash; United States; On-site; USD 130,000 - 180,000; Full time

Job summary

Namely is seeking a seasoned professional in the United States to drive strategic projects for revenue growth and operational excellence. The role demands 15+ years of strategy or management consulting expertise in SaaS. Responsibilities include leading initiatives to maximize customer satisfaction, analyzing AI-powered customer experience initiatives, and mentoring a high-performing team. Candidates should bring strong analytical and financial skills, along with exceptional communication abilities to engage with senior stakeholders effectively.

Qualifications

• 15+ years of experience in strategy or management consulting in SaaS or enterprise software.
• Proven track record of executing company-wide strategies.
• Strong analytical and financial modeling skills.

Responsibilities

• Spearhead cross-functional efforts to maximize revenue growth.
• Formulate strategic frameworks for growth over 5 years.
• Build and lead a high performing strategy and business operations team.

Skills

Strategic thinking

Cross-functional leadership

Analytical skills

Communication skills

Financial modeling

Education

MBA or equivalent experience

Tools

AI-powered analytics tools

Excel

Job description

Overview

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and ~22,000 customers worldwide, including 53% 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.

The DNA of Cvent is our people, and our culture has an emphasis on fostering intrapreneurship – a system that encourages Cventers to think and act like individual entrepreneurs and empowers them to take action, embrace risk, and make decisions as if they had founded the company themselves. At Cvent, we value the diverse perspectives that each individual brings. Whether working with a team of colleagues or with clients, we ensure that we foster a culture that celebrates differences and builds on shared connections.

Cvent is seeking a results-oriented, highly analytical, strategic and innovative individual to formulate business strategy, transform customer engagement and drive operational excellence via lead cross‑functional projects to improve business performance. You have a strong understanding of B2B SaaS business models, market dynamics, customer segmentation and ability to translate insight into actionable business plans.

You have the talent to engage a wide range of senior stakeholders successfully and build credible relationships with the executive leadership team. You have a bias for action and are very comfortable in structuring and leading high‑impact cross‑functional initiatives. You have an inherent ability to synthesize disparate inputs into actionable frameworks, solutions and ultimate drive to results. You will combine deep analytical, financial, management and technical know‑how to address these business issues.

You will report directly to the SVP, Strategic Projects and PMO. You will dive in, hands‑on and focus on execution in a fast‑paced environment. You have deep insight into business operations and have driven strategic initiatives across Sales, Marketing, Product, Client Services, Finance and other Shared Services, preferably in a SaaS or high‑growth environment.

In This Role, You Will

• Spearhead cross‑functional efforts to maximize revenue growth, drive operational excellence and customer satisfaction such as verticalized GTM motion and refine product integrations capability
• Formulate and refine strategic framework for growth over 5 years; conduct deep financial and operational analysis of customer base
• Understand customer needs and manage a portfolio of AI powered initiatives to improve the customer experience that results in increased NPS and ARR
• Contribute to development of annual corporate priorities, prepare materials and analysis for board meetings and executive off‑sites
• Conduct market research to determine impact of AI, research business trends, changing macro dynamics, leading practices to improve business strategy & operations
• Build and manage a portfolio of cross‑functional strategic projects; formulate, define and prioritize projects based on business needs
• Establish scalable dashboards and reporting mechanisms for key business metrics
• Build and lead a high performing strategy and business operations team; mentor talent and foster a culture of analytical rigor and measurable impact

Here’s What You Need

• 15+ years of experience in strategy, or management consulting preferably within high‑growth SaaS, enterprise software companies or top tier consulting companies
• Proven track record of shaping and executing company‑wide strategies and delivering cross‑functional initiatives
• Deep knowledge of SaaS metrics (i.e., CAC, LTV, ARR/NRR, Churn, etc.)
• Must be a well‑balanced leader who can roll up their sleeves and focus on the detail while also grasping and supporting the big picture
• Strong analytical and financial modeling skills; have previously built complex excel models to drive business decisions
• Strong ability to compile, analyze and present data, including experience with AI‑powered analytics tools, to inform strategic decision‑making
• Exceptional written and interpersonal communication skills. Able to interact effortlessly with senior leaders, junior team members, and outside professional advisors, with the ability to calibrate based on the audience
• Prior experience or knowledge of process re‑design, business application implementation and automation is welcome
• MBA or equivalent experience preferred

We are not able to offer sponsorship for this position.