Assistant Team Lead/Team Lead Customer Success

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you’ll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you’re excited to be part of a team that’s leading the way in AI-powered collaboration, we’d love to meet you.

We are looking for an Assistant Team Lead/Team Lead to take on leadership responsibilities within the European Event Customer Success team. The ATL/TL will be responsible for coaching, mentoring, internal training, resource coordination, and developing new team members. This includes being responsible for managing the quality, productivity and day-day of team members. Additionally, an ATL/TL will also continue client management responsibilities with a reduced account load. The ideal candidate for this position must be a customer focused high performer, who can multitask, and is committed to the continuous improvement of the business, our customers, and our team.

This position requires a dynamic professional who can liaise with other teams and departments in a professional manner, and can effectively communicate with team members, leadership and clients. Measuring key performance metrics, coaching team members, acting on client satisfaction and handing escalations are all requirements of this position. This individual must possess a strong ability to mentor, train, and help develop Customer Success Advisors. In addition, a successful candidate proposes new and creative ideas, owns and contributes to strategic initiatives, possesses highly effective communication skills and the ability to motivate team members. They will also spend time managing a portfolio of their own clients, in addition to other designated tasks. 

In This Role, You Will:

• Coach and mentor Customer Success Advisors on customer calls
• Train new and existing team members to enhance their knowledge of the product and customer success activities
• Measure key performance metrics and handle customer escalations
• Recruit and interview new team members
• Identify improvements and assist in the implementation of strategic goals to enhance the customer experience
• Coordinate resources, projects and strategic initiatives
• Provide insight and feedback on performance reviews and career development
• Manage a reduced portfolio of accounts

Here's What You Need:

• Bachelor’s degree or equivalent experience
• Must be based in the UK
• Demosntrable experience
• Excellent communication skills (verbal and written)
• Strong knowledge of the Cvent platform and organizational structure
• Ability to work in a dynamic, fast-changing entrepreneurial environment
• Ability to give constructive feedback to team members to help them improve in their role
• Ability to work within a team to achieve company and department specific goals
• Strong business acumen, ethics and high integrity
• Able to work with MS Office Suite (Word, PowerPoint, Excel) and Salesforce.com or similar contact management software