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Salary: USD 85,000 - 115,000 / annual
Cvent is a leading meetings, events, and hospitality technology provider serving 34,000+ customers worldwide, including 60% of the Fortune 500. As a Customer Success Manager on the Venue & Vendor Sourcing team, you will be a strategic partner to enterprise customers, helping them adopt and expand their use of Cvent Supplier Network (CSN) and related sourcing capabilities.
You will manage a portfolio of venue and vendor sourcing accounts in conjunction with a primary Customer Success resource, serving as the designated sourcing strategy expert. Your responsibilities include:
• Creating and maintaining success plans with clients that define business objectives, success metrics, milestones, and ownership, focusing on logo retention, sourcing adoption, and program maturity.
• Leading or co-leading Customer Success Reviews (CSR/ABR) to assess progress against success plans, highlight sourcing impact (RFP volume, cycle time, savings, consolidation), and identify optimization opportunities.
• Monitoring and analyzing sourcing adoption and usage across your portfolio, building data-driven recommendations and joint action plans to increase usage and value realization.
• Driving feature adoption for key CSN capabilities (e.g., RFP Showcase) by identifying target accounts, running campaigns, and coaching customers to incorporate features into workflows.
• Expanding the number of sourcing users within aligned accounts by identifying new planner and stakeholder groups, orchestrating enablement, and partnering with the account team to expand usage across regions and business units.
• Providing consultation on sourcing processes and best practices, tailoring recommendations to each customer's operating model (policy, compliance, preferred vendors, templates, bid comparisons, approvals).
• Proactively engaging customers on CSN roadmap updates, coordinating with the primary success resource to ensure unified messaging on new functionality and adoption requirements.
• Leveraging data and AI-driven insights to identify trends, risks, and optimization opportunities, translating insights into actionable recommendations for customers and internal stakeholders.
• Partnering closely with Sales, Account Management, and cross-functional teams to deliver unified customer experience, support renewals, and uncover expansion opportunities.
• Maintaining high-quality documentation in Gainsight, including success plans, timeline entries, and CTAs reflecting key milestones and outcomes.
• Serving as a voice of the customer for CSN, advocating for customer needs and influencing product strategy.
The role requires comfort in senior-level customer conversations, strong analytical skills, and passion for driving measurable outcomes through transformation. You will work with planners, procurement, program owners, and other stakeholders to support customers in defining their sourcing strategy and advancing program maturity over time.
REQUIREMENTS:
• Bachelor's degree or equivalent professional experience (advanced degree preferred)
• 4–8 years of professional work experience, preferably 5+ years in a Customer Success role
• Prior experience in a Fortune 500 corporation, hospitality, meetings & events technology, or similar enterprise SaaS platforms; experience promoting adoption of new technologies preferred
• Experience working in cross-functional account teams (Sales, Account Management, Services, Product, Marketing) in a matrixed environment
• Fluency with AI-driven tools and agentic automation
• Proficiency with Microsoft Word, Excel, PowerPoint, and Outlook; strong skills in building executive-ready presentations and reporting
• Prior use of Salesforce or similar CRM, and familiarity with customer success platforms and collaboration tools (Teams, Zoom, Slack)
• Ability to travel up to 15%
• Must be flexible to cover US client time zones
• No sponsorship available
