Senior Manager/Manager, Customer Marketing, Hospitality Cloud

Cvent

Mclean, VA

Full Time

Senior

2 days ago

Job Description

About the Role

Cvent is a leading meetings, events, and hospitality technology provider with more than 4,800 employees and approximately 22,000 customers worldwide, including 53% of the Fortune 500. Founded in 1999, Cvent offers a comprehensive event marketing and management platform for marketers and event professionals, along with software solutions for hotels, venues, and destinations to grow their group/MICE and corporate travel business. The company emphasizes fostering intrapreneurship and values diverse perspectives, aiming to transform the meetings and events industry through innovative technology that powers human connection. Cvent Hospitality Cloud is seeking a highly strategic and customer-obsessed Senior Manager/Manager, Customer Marketing, to drive customer advocacy, insights, and engagement across its global ecosystem, influencing product innovation and market perception.

Key Responsibilities

Lead the design, execution, and continuous improvement of Customer Advisory Meetings with top hospitality clients to capture strategic insights and strengthen executive relationships.
Drive impactful Product Advisory Meetings to align customer needs with product roadmaps, ensuring Cvent remains a trusted innovation partner in the hospitality industry.
Own the Customer Satisfaction (CSAT) program across Hospitality Cloud, delivering actionable insights and leading initiatives to improve customer experience, adoption, and retention.
Develop and implement a strategy for monitoring, responding to, and leveraging online reviews to strengthen Cvent's global brand reputation.
Synthesize customer insights into executive-level reporting, highlighting key trends, risks, and opportunities that influence business strategy and decision-making.
Partner cross-functionally with Sales, Customer Success, Product, and Marketing leaders to ensure customer feedback drives measurable outcomes.
Champion a culture of customer centricity by integrating customer insights into every stage of the customer journey.

Requirements

7+ years of experience in customer marketing, customer experience, or related roles within SaaS, hospitality, or B2B technology industries.
Proven track record of managing executive-level customer engagement programs such as advisory boards, councils, or forums.
Strong analytical skills with experience in customer satisfaction metrics (CSAT, NPS, CES) and translating data into actionable strategies.
Experience in online reputation management and developing proactive review strategies to influence brand perception.
Exceptional communication and executive presence with the ability to engage senior stakeholders internally and externally.
Demonstrated success in driving cross-functional collaboration and influencing without authority.
Bachelor's degree in Business, Marketing, Communications, or related field; MBA preferred.

Nice to Have

MBA or advanced degree in a related field.

Qualifications

Bachelor's degree in Business, Marketing, Communications, or related field.
7+ years of relevant experience.

Working at Cvent

The culture emphasizes intrapreneurship, encouraging employees to think and act like entrepreneurs, take risks, and make autonomous decisions. Cvent values diverse perspectives, fosters a collaborative environment, and aims to build a culture that celebrates differences and shared connections.

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