Tern

Customer Success Lead

United States

Sponsorship not specifiedDetected 47 days ago

SalesAccount ManagementAccountingCustomer SuccessCommunicationCollaboration

About the role

We have 11,000 travel advisors on Tern today, we'll have 20,000 by year end, primarily driven by mid-market and enterprise agencies joining Tern with their full multi-hundred or 1000+ advisor member communities.
You decide what levers to pull and you're responsible for the end-to-end relationship, from day one through their long-term partnership with us.

Define the success motion at Tern from near day 1. Partner with our Head of CX and to define the right customer segments, engagement model, and playbook for how we support agencies at scale without losing relationship quality.
Own post-sale success for large and enterprise agencies.
This means partnering with sales in the pre-sale process on the scope of work, executing on that roadmap from day 1, building the activation and enablement plans at go-live, drive integration adoption, and run structured business reviews tied to growth outcomes.
Partner with the R&D to launch each agency on Tern and run onboarding sessions with the customer team to enable them.
Build scalable touch points and systems that work across a range of account sizes and complexity, so spending time with advisors in each of these agencies doesn't require hours and hours of human time.
A track record of building things. You've joined teams where the playbook was incomplete and left them with something repeatable.
Strong instincts for how to drive growth and adoption at both the agency or team level and also the individual user level within your accounts.
Partner with our Head of CX and to define the right customer segments, engagement model, and playbook for how we support agencies at scale without losing relationship quality.
Through every peak and valley, we lead with curiosity, laughter, kindness, and resolve.
We believe that compounding habits lead to sustainable productivity, consistency, and mutual trust.

Ability to ramp quickly on travel and our various stakeholders personas (advisors, agency owners, and back office teams).
You can understand these workflows and translate how it works in Tern seamlessly.

This could be a mix of seat adoption, engagement in key growth features, upsell, or otherwise.
Nearly 98% of travel agencies are small businesses.
These businesses have been chronically underserved by technology.
But the impact goes beyond business.
Travel advisors help clients move more intentionally through the world.
Agencies use Tern to run their businesses.
That's the foundation of their day to day work.

Competitive salary, equity, and benefits package
Whether you're deepening your craft, learning from a teammate, or embracing a new challenge, growth is core to our identity.

Go-live or launch dates is not the finish line though, this role is about fostering the agency relationship long-term and monetizing their work on the platform for Tern.
Experience in travel, hospitality, or a vertical where your customers sell something and your product helps them sell more of it
At every level of the organization, we obsess about understanding those we serve and the industry we operate in.
Be part of a mission-driven team transforming the travel planning space

This listing is sourced directly from Tern's careers page and normalized into a canonical job model.