Customer Success Advisor GoldCast

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 3-5 years in customer success is required, account management, or a similar SaaS customer-facing role. Experience managing 50-70 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 andevent 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.