Overview: Cvent is a leading meetings, events and hospitality technology provider with more than 4,800+ employees and nearly 22,000 customers worldwide. Founded in 1999, the company delivers a comprehensive event marketing and management platform for event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. 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. We foster an environment that promotes agility, which means we don’t have the luxury to wait for perfection. 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. The Customer Retention Manager will work within the global Customer Retention team, a function of the Account Management department at Cvent. This team partners with both internal stakeholders and customers to drive the resolution of customer issues and mitigate the risk of revenue loss or non-renewal. This role is customer-facing and brings visibility and attention to causes of customer dissatisfaction by working directly with the customer on the issue and serving as an internal consultant for the Cvent Account Team. In This Role, You Will: Manage a portfolio of escalated accounts proactively submitted by Account Managers via the Customer Retention case management system (SFDC). Gain a complete and objective understanding of the escalated account situation through deep account research and discussions with internal stakeholders. Establish a consensus between customer and Cvent on root cause of issue, paving a path for remediation plans and next steps. Project manage steps toward issue resolution, which often involves detailed contractual adjustments and granular, cross-functional interaction with supporting teams. Engage with the customer as a point of escalation by representing the larger Cvent leadership team, and take ownership of case resolution when possible. Act with professionalism and a sense of urgency when working through tense, emotionally charged, or complex customer issues. Serve as a liaison between customers and Cvent leadership, thoughtfully considering need for additional internal escalation for involvement or awareness. Work collaboratively and effectively with leaders across the organization, often outside of Sales (Finance, Legal, Client Services, Product), to analyze and resolve complex customer issues. Routinely track progress to resolution and corresponding metrics within Salesforce for accurate reporting to assigned account resources and stakeholders. Secure approval and quantify concessions for every assigned escalation and issue. Maintain an in-depth knowledge of Cvent products and services, financial booking rules, contracting processes, and internal escalation paths. Here's What You Need: Bachelor’s Degree or equivalent work experience. 6+ years of proven customer-facing sales, relationship management, escalation management, or customer success experience in a SaaS environment, preferably within the event, hotel, or travel industries. Confident leading meetings with external executive stakeholders, making and influencing decisions, documenting progress, and resolving issues quickly and collaboratively. Familiarity with Salesforce Reporting, Dashboards, CPQ, and Opportunities is preferred. Exceptional attention to detail and communication skills. Comfort communicating with diverse internal and external audiences at all seniority levels. Strong project management and organizational skills. Strong objection-handling and negotiation skills. Experience in an extremely fast-paced and ever-changing environment. Strong sense of initiative and personal accountability in an entrepreneurial culture. Ability to function independently and with integrity. High emotional intelligence and ability to convey empathy. Physical Demands Multiple positions may be filled from this announcement. We are not able to offer sponsorship for this position.