Customer Success Advisor

Position: Senior Client Success Advisor/ Client Success Advisor

Department: Goldcast

Role Overview:

As a Sr. Client Success Advisor/ Client Success Advisor on our agency partners team, you will be responsible for ensuring the success of Cvent utilization and growth, specifically for our partners and clients in the NA region.

Job Responsibilities:

Own Customer Success:

Manage a portfolio of small to mid-sized customer accounts, ensuring customers achieve their event goals and maximize their value from the Goldcast platform.

Drive Strategic Engagements:

Conduct business reviews, usage analyses, and strategic check-ins with customers to reinforce value and drive retention.

Promote Growth:

Identify product expansion, usage growth, and upsell opportunities; collaborate with the Account Management team to convert them into measurable ARR gains.

Ensure Product Adoption:

Monitor customer usage, adoption, and engagement trends. Provide resources, training, and strategic recommendations to ensure platform success.

Deliver Exceptional Support:

Respond to customer needs and inquiries with urgency and professionalism, ensuring timely resolution and minimal event disruption.

Collaborate Cross-Functionally:

Partner with Sales, Product, and Marketing to ensure customer feedback informs product enhancements and go-to-market initiatives.

Monitor Account Health:

Track adoption metrics, customer satisfaction, and renewal indicators to proactively identify risks and opportunities.

Educate and Advocate:

Lead webinars, training sessions, and periodic customer communications to increase engagement and awareness of new Customer Success Manager (Velocity) 2

features.

Champion the Customer Voice:

Act as a liaison between customers and internal teams to ensure Goldcast continually improves its user experience.

Experience:

Overall, 6 years of experience in which 35 years in customer success is required, account management, or a similar SaaS customer-facing role. Experience managing 5070 active accounts simultaneously is strongly preferred.

Customer-Centric:

Deep passion for customer success and building trusted, long-term relationships.

Proven Growth Driver:

Track record of achieving ARR growth or product adoption expansion within existing accounts.

Strong Communicator:

Excellent written and verbal communication skills with the ability to engage confidently with senior stakeholders.

Analytical:

Comfortable with data-driven decision-making; able to interpret product usage metrics to influence strategy.

Technical Aptitude:

Experience with SaaS tools (e.g., HubSpot, Salesforce, Gainsight, or similar) and the ability to quickly learn new technologies.

Organized and Self-Directed:

Demonstrated ability to prioritize, manage time effectively, and handle multiple customers and initiatives simultaneously.

Collaborative:

Works well with cross-functional teams and contributes to a positive, proactive team culture.

Event-Savvy (Preferred):

Familiarity with virtual or hybrid event strategies and event marketing best practices.

Work Environment:

Cvent is a fast-paced, fun, and dynamic workplace where we prioritize customer service and strive for excellence. We are looking for a team player eager to make meaningful contributions to our rapidly growing company.