Customer Success Lead

We have 11,000 travel advisors on Tern today, we'll have 20,000 by year end. Now comes the harder part- making sure our enterprise hosts driving this growth thrive. The agency success function is early. The foundation is real. If you've owned complex B2B relationships before and want to define the function, rather than inherit someone else's, this is your shot. ABOUT TERN Tern is a venture-backed software company on a mission to reshape the $127B travel agency industry by giving power back to the entrepreneurs who built it. Nearly 98% of travel agencies are small businesses. These businesses have been chronically underserved by technology. We're here to change that. Our platform helps travel advisors run more efficient, professional, and profitable operations, giving them the modern infrastructure they need to lead the next chapter of travel. But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That's the kind of travel we want more of. At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both. AGENCY SUCCESS MANAGER Agencies use Tern to run their businesses. They track commissions, manage client profiles, connect to suppliers, and handle the back office work that used to take hours. That's the foundation. But using a platform to manage the status quo is different from using it to grow, taking on more clients, becoming more efficient, building a team that books more travel and runs a stronger business. That's the opportunity this role exists to unlock. We've built an early foundation with our first enterprise hosts and it's working. Now we want to take what's been learned and apply it across the broader agency book of business. The Agency Success Manager will define what that looks like. Who the agencies are. How we engage them. How we support them at scale without losing the relationship quality that makes them stay and grow. What the metrics should be. This is not a traditional CSM role. You're not tracking logins or managing a support queue. You're a strategic consultant and partner to some of the most influential agencies in the industry, helping them use Tern not just to operate, but to grow. WHAT YOU'LL DO Define the agency success motion at Tern from near day 1. Segment the book, set the engagement model, and build the playbook for how we support agencies at scale without losing relationship quality. Own post-sale success for agencies above the GMV threshold. Build activation plans at go-live, drive integration adoption, and run structured business reviews tied to growth outcomes. Partner with the Implementation team at handoff. Go-live is not the finish line, this role is about fostering the agency relationship long, term. Partner with the Head of CX on what the playbook should look like- what's working and support enterprise launches as needed alongside the broader agency book of business Surface agency friction, workarounds, and feature needs to R&D. You're the voice of the agency in the product cycle and the speed of that feedback loop matters. Build scalable touchpoints and systems that work across a range of account sizes and complexity. Use AI to run a high touch motion at a volume that wouldn't be possible otherwise. WHAT YOU HAVE 5+ years in customer success, account management, strategic consulting, or a senior sales role with direct ownership of adoption and revenue growth metrics in a post-sale capacity Experience managing a meaningful book of business across account sizes and a track record of driving measurable growth, not just maintaining it A track record of building things, not just running them. You've joined teams where the playbook was incomplete and left them with something repeatable. Comfortable operating across both SMB/mid-market velocity and enterprise complexity Strong instincts for how to drive adoption at an agency or team level, not just an individual user level BONUS POINTS Experience in travel, hospitality, or a vertical where your customers sell something and your product helps them sell more of it Consulting background (strategy, management consulting, or professional services) combined with hands on startup or SaaS experience Familiarity with AI tooling for success or account management workflows Experience supporting large scale customer launches: host networks, franchise systems, or multi-location rollouts WHAT WE VALUE @ TERN 🌱 We're always leveling up. Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity. 🧭 We act with optimistic agency. We take initiative, seek clarity, and move forward, even when the path isn't obvious. Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve. 💪 We expect operational excellence. We ship value to our users every single week. We believe that compounding habits lead to sustainable productivity, consistency, and mutual trust. Operating Principles: 👂 We deeply understand our users. At every level of the organization, we obsess about understanding those we serve and the industry we operate in. ➕ We embrace the power of and, and not now. We challenge trade-offs by asking better questions. We break hard problems into small pieces and tackle them with intention. We also know to make the hard call to say "not right now". 📣 We speak up and move forward. Everyone at Tern has a voice and a responsibility to use it. We invite healthy tension, share dissenting views early, and challenge each other with curiosity, not ego. 🏃 We move fast and sweat the details. Velocity matters and relentless progress beats perfection every time. But speed isn't chaos: we stay aligned, own our outcomes, and care deeply about quality. 🤣 We take the work seriously, but not ourselves. We hire kind, driven people who elevate the room. If you've got a big ego or take yourself too seriously, you won't last. WHY THIS ROLE IS EXCITING We're just scratching the surface with success. We've built an early foundation with our first enterprise hosts, but this is the opportunity to come in near day 1 and define what the function looks like across the entire agency book. Define who the agencies are. Define how we interact with them. Figure out how we support them at scale without losing the relationship. Set what the success metrics should actually be. This is a growth and revenue driving role not a traditional CSM job tracking engagement data and logins. You'll be a strategic consultant and partner to our most influential agencies, helping them use Tern to grow their own businesses. WHY JOIN TERN? Be part of a mission-driven team transforming the travel planning space Work with a supportive, curious, and creative team Influence and shape our agency success strategy from the ground up Competitive salary, equity, and benefits package Tern is committed to building a team that represents people from many different backgrounds and life experiences, reflecting our worldview coinciding with the users and customers we serve across the world. We prefer that you apply, so think of our postings as the start of the conversation. Take the chance, you may be a wonderful add to our Tern team, even if you don't fully match every requirement on the job description.