Vice President/Senior Director, Customer Services Strategy & Transformation

Our Culture and Impact Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and ~34,000 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.   Cvent is seeking a Vice President/Senior Director to shape and lead the next evolution of its global Customer Services organization. Reporting to the Chief Customer Officer, this leader will partner with Customer Success, Customer Support, Professional Services, and Learning & Development leaders to evolve strategy and operating models, scale customer outcomes, and drive operational excellence.     AI is reshaping how SaaS companies serve customers and operate at scale. This is a business transformation leadership role—not solely an AI, technology, or strategy role. You will redesign how people, AI agents, digital experiences, data, and technology work together to create customer and business value. You will also lead Customer Services through Cvent’s M&A lifecycle, partnering across the company from due diligence through integration and value realization.   In This Role, You Will: Shape and transform Customer Services   Define and execute the global organization’s long-term strategy and operating model with the Chief Customer Officer and leadership team.   Turn priorities into transformation roadmaps, capabilities, and measurable outcomes; design how people, AI, digital experiences, data, technology, and processes work together at scale.   Evolve processes, systems, analytics, planning, and management mechanisms; establish an operating system that makes customer outcomes, business and financial performance, capacity, productivity, and transformation progress visible.   Improve operations through simplification, standardization, automation, and process redesign.   Build for an agentic future   Lead the Customer Services AI, automation, and agentic transformation agenda; redesign workflows and customer journeys around people and AI.   Define the right mix of human-led, digital, self-service, and agent-led interactions by customer segment and journey.   Partner with Product and Technology on scalable AI, data, technology, and platform capabilities. Prioritize opportunities by customer value, business impact, feasibility, economics, and risk; measure