VP of Global Customer Services & AI Transformation

Cvent, Inc.; Tysons (VA); On-site; USD 300,000 - 540,000; Full time

Job summary

Cvent, Inc. is seeking a seasoned senior leader to drive Customer Services strategy across our global organization. You will lead transformational programs, leverage AI-enabled processes, and align cross-functional teams to optimize customer outcomes and growth.

The role requires deep SaaS post-sales expertise, executive communication skills, and a track record of delivering measurable business impact at scale in a fast-paced, global environment.

Qualifications

• 12+ years of progressive leadership in Customer Services, operations, strategy, or transformation.
• Experience leading large, global SaaS organizations with revenue/retention impact.
• Strong knowledge of post-sales functions in SaaS and capacity planning.
• Deep understanding of AI, generative AI, and automation in operating models.
• Experience with M&A due diligence, integration, and post-merger transformation.
• Proven ability to influence senior leaders and drive measurable outcomes.

Responsibilities

• Define the global strategy and operating model with the CCO and leadership team.
• Translate priorities into roadmaps, capabilities, and measurable outcomes at scale.
• Evolve processes, analytics, and governance to drive visible performance.
• Lead AI-enabled transformation of customer services, workflows, and journeys.
• Balance human-led, digital, self-service, and agent-led interactions by segment.
• Partner with Product and Technology on scalable AI capabilities and roadmapping.
• Guide other leaders on cohesive customer journeys, retention, and growth.

Skills

Strategic leadership

Global SaaS experience

Operational transformation

Executive communication

AI and automation

Team development

Education

Bachelor's degree or equivalent

Advanced degree preferred

Job description

Cvent, Inc. is seeking a seasoned senior leader to drive Customer Services strategy across our global organization. You will lead transformational programs, leverage AI-enabled processes, and align cross-functional teams to optimize customer outcomes and growth.

The role requires deep SaaS post-sales expertise, executive communication skills, and a track record of delivering measurable business impact at scale in a fast-paced, global environment.