Customer Success Lead

About the role

The Customer Success Lead role is focused on driving growth across a significant book of business, primarily consisting of mid-market and enterprise agencies. The goal is to maximize the amount of bookable travel volume that advisors at our most important customers are using Tern for. This role requires a growth-hungry and relationship-driven approach, partnering with key stakeholders to enable and drive growth.

Responsibilities

• Partner with the Head of CX to define the right customer segments, engagement model, and playbook for supporting agencies at scale without losing relationship quality.
• Own post-sale success for large and enterprise agencies, including setting up and executing on the pre-sale scope of work, enabling them at go-live, driving integration adoption, and running structured business reviews tied to growth outcomes.
• Build scalable touch points and systems that work across a range of account sizes and complexity, ensuring that spending time with advisors in each of these agencies doesn't require hours and hours of human time.
• Surface agency friction, workarounds, and feature needs to R&D, acting as the voice of the agency in the product cycle and ensuring the speed of feedback loops matters.
• Use AI to run a high-touch motion at a volume that wouldn't be possible otherwise, unique and personalized to each account.

Requirements

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, leaving teams with something repeatable. Comfortable operating across enterprise complexity, mid-market agencies, and individual needs within each of our largest accounts. Excitement and comfortability owning the end-to-end journey. Ability to ramp quickly on travel and our various stakeholders personas (advisors, agency owners, and back office teams).

Qualifications

• 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 such as host networks, franchise systems, or multi-location rollouts.

Skills

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.

Benefits

N/A

Pay

$110K - $140K

Schedule

N/A