Customer Success Lead

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. This role's mission is to drive growth across this book of business, not just retention. What that means: maximize the amount of bookable travel volume that advisors at our most important customers are using Tern for.

This could be a mix of seat adoption, engagement in key growth features, upsell, or otherwise. 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. If you want to have impact and ownership across the end-to-end customer journey, this role is for you. We're not looking for a traditional CSM, but a growth-hungry and relationship driven partner to our most important customers.

You'll help define what this function looks like to get us from 0-1 and have influence over the processes, tools, and methods we use to get there.

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.

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 of their day to day work. 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.

The goal of this role is to enable and drive that growth across every account, using the tools in our product to do so.

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 our significantly growing book of business, whether that be new customers or engaging with our highest value partners that we don't spend a ton of time with yet. The Customer Success Lead will define what that looks like and own the end to end process, from setting them up on Tern, activating their launch, and consulting with our most senior stakeholders on growth.

Our book of business is likely to grow faster than the team that's in place. Your role is to define what needs the human touch vs. what can be automated and you own the metric to maximize booked travel revenue through Tern for every account. You define the strategy to make that happen and quarterback the execution.

This is not a traditional CSM role. You're not tracking logins or generic engagement effort like feature usage. 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. You'll own the goal of on revenue growth for your accounts, meaning you activate…