Customer Retention Manager

Job Summary

Working in a hybrid environment, the full-time Customer Retention Manager will manage escalated accounts, collaborate with internal teams to resolve customer issues, and drive customer satisfaction to mitigate revenue loss.

Key responsibilities

• Manage a portfolio of escalated accounts and conduct thorough research to understand customer situations
• Project manage the resolution of customer issues, coordinating with cross-functional teams to implement remediation plans
• Serve as a liaison between customers and Cvent leadership, ensuring effective communication and resolution of complex issues

Required qualifications

• Bachelor's Degree or equivalent work experience
• 6+ years of customer-facing experience in sales, relationship management, or customer success within a SaaS environment
• Proven ability to lead meetings with executive stakeholders and influence decision-making
• Familiarity with Salesforce Reporting, Dashboards, and CPQ is preferred
• Strong project management skills and high emotional intelligence to handle complex customer interactions