[Remote] Customer Success Lead

Note: The job is a remote job and is open to candidates in USA. Tern is a venture-backed software company aiming to transform the travel agency industry. The Customer Success Lead will drive growth for a growing book of business, managing customer relationships and ensuring effective use of Tern's platform to maximize travel revenue.

Responsibilities

• 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. 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
• 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 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. Use AI to run a high touch motion at a volume that wouldn't be possible otherwise, unique and personalized to those accounts

Skills

• 5+ years in customer success, account management, or a senior sales role within a tech company 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 retention
• A track record of building things. You've joined teams where the playbook was incomplete and left them with something repeatable
• Comfortable operating across both enterprise complexity, mid-market agencies desiring attention, and individual needs within each of our largest accounts
• Excitement and comfortability owning the end-to-end journey. You can define the roadmap for your customer, lead cross-functional collaboration to execute, and equally deliver yourself. Whether answering a setup question, leveraging data tools, running training, or leading a business review, you're comfortable across those forums. You know when to delegate but are also comfortable in the weeds
• Ability to ramp quickly on travel and our various stakeholders personas (advisors, agency owners, and back office teams). Accounting or back office expertise is a plus, with fluency to enable internal admin and finance teams at our customers to run their business on Tern. You can understand these workflows and translate how it works in Tern seamlessly
• 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
• 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

Benefits

• Equity
• Benefits package

Company Overview