Plan Less. Get Out More. AI planning for everyday life. Backed by Techstars.
About the role
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.
What they're looking for
- 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
- 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
More about this 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. 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...
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