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.

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