Behind the scenes of on-site event support.

Events can be a whirlwind of activity, and keeping everything on track is no small feat. That’s where our Customer Success Managers (CSMs) step in, especially when they’re on-site, making sure everything runs without a hitch.

We sat down with Sarah, one of our expert CSMs to get an insider’s perspective on what it takes to support an event on-site, the challenges they face, and the valuable lessons they’ve learned along the way.

What is the role of CSMs when providing on-site support? What are the key necessities for doing a great job?

The role of a CSM is, above all, a consultative one. Being on-site allows this aspect to shine. Our main focus is to provide in-depth consulting before, during, and after events, with an emphasis on event days themselves. We help optimize venue setups, especially for networking, guide activities planned through b2match, and offer insights based on real experience to improve future events. None of this would be possible without the knowledge we gain from working with different organizers and learning about various event types.

Our biggest strength is definitely on-site and hybrid networking support, where participants are at their most engaged and outspoken—far more than when just attending sessions. We take care of everything from targeted emails to setting up networking areas, booths, and tables, making sure that everything runs smoothly and participants connect successfully. Whether it’s handling last-minute questions, coordinating meetings, or adjusting networking space based on demand, we’re always there to keep things flowing.

What does a typical on-site support day look like for a CSM? What are some of the biggest challenges?

On event day, I like to check the stats early in the morning to get a sense of what’s coming up. Once I arrive at the venue, I always take a moment to catch up with the organizers in person. After scoping out the venue and setup, I prepare for the activities I’m supporting—networking, check-ins, etc.

The first participants usually arrive a bit earlier than the activity starts, and that’s when you kick into quick problem-solving mode. Once the event is in full swing, time flies—helping attendees, handling requests, and making sure those b2match meetings come to life. You pretty much turn into a walking, talking b2match encyclopedia for the day!

What are some of the most frequently asked questions from participants?

It really depends on whether you’re on a mission to support an event behind the scenes or directly interact with participants.

For behind-the-scenes support, most questions come from event organizers, like last-minute check-in hiccups. But when you’re on the front lines with participants, you get all kinds of questions, from “Why isn’t my meeting partner here yet?”, “Do you know if they’re at the venue?” to “Where’s the coffee?” or even “Do you have a phone charger?”, you know, only the important stuff! 😉

The questions are always a bit unique, usually depending on the event type and setup and what the event is really aiming to accomplish, but that’s what makes it interesting!

What are some of the most valuable lessons you’ve learned from on-site support?

One of the biggest lessons I learned from my on-site support experience is that you’re not just representing b2match—you’re also representing the event organizer. In my opinion this is an even bigger responsibility. Sometimes, you have to make quick decisions on the spot without always looping in the organizer, trusting your gut and expertise.

For example, how do you announce a meeting slot ending? Over the mic, with a countdown, or maybe a bell? You have to read the room and make a call that keeps attendees engaged and grabs their attention.

And what if someone wants to register for the event last-minute? You’ve also got to understand the event inside and out to know exactly how to handle that one.

And a pro tip: grab lunch before the activities kick off, or it’s going to be a very long day! I learned that one the hard way.

What does b2match gain from supporting events on-site?

We spot it, we fix it. Being on-site gives us valuable insights into trends, questions, and feedback, all which we use to improve our event management solution. It all comes down to enhancing the b2match experience, especially through our mobile app, which helps participants navigate event activities more smoothly. If we notice a pattern of participants having trouble with something, we make sure it’s smooth sailing for them next time.

Not only does this make us better prepared for future events, but it also allows us to anticipate attendee concerns and address them proactively—so organizers don’t have to stress over every little detail.

Supporting events on-site is no easy job, but it’s also one of the most rewarding. Our CSMs are right in the middle of it all, making sure everything runs smoothly so organizers and participants can focus on what really matters—making meaningful connections.