Agency Success Manager
About The Position
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 that have been chronically underserved by technology. Tern's 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. Travel advisors also help clients move more intentionally through the world, spending their dollars in places where they can do real good. Tern believes in small business and the power of travel, and is building the future of both. The Agency Success Manager role exists to unlock the opportunity for agencies to grow using Tern. Agencies use Tern to run their businesses, tracking commissions, managing client profiles, connecting to suppliers, and handling back-office work. While the platform provides a foundation for managing the status quo, this role focuses on helping agencies grow, take on more clients, become more efficient, build teams, book more travel, and run stronger businesses. The Agency Success Manager will define what this looks like, including identifying target agencies, engagement models, and scalable support strategies without losing relationship quality. This is not a traditional Customer Success Manager role focused on tracking logins or managing a support queue, but rather a strategic consultant and partner to influential agencies, helping them use Tern for growth.
Requirements
- 5+ years in customer success, account management, strategic consulting, or a senior sales role 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.
- A track record of building things, not just running them; experience joining teams with incomplete playbooks and developing repeatable processes.
- Comfortable operating across both SMB/mid-market velocity and enterprise complexity.
- Strong instincts for driving adoption at an agency or team level, not just an individual user level.
Nice To Haves
- Experience in travel, hospitality, or a vertical where customers sell something and the product helps them sell more.
- 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).
Responsibilities
- Define the agency success motion at Tern from near day 1, including segmenting the book, setting the engagement model, and building the playbook for scaled agency support.
- Own post-sale success for agencies above the GMV threshold, building activation plans, driving integration adoption, and running business reviews tied to growth outcomes.
- Partner with the Implementation team at handoff to foster long-term agency relationships beyond go-live.
- Partner with the Head of CX on playbook development and support enterprise launches.
- Surface agency friction, workarounds, and feature needs to R&D, acting as the voice of the agency in the product cycle.
- Build scalable touchpoints and systems using AI to manage a high-touch motion at volume.
Benefits
- Competitive salary, equity, and benefits package.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
