[Hiring] Agency Success Manager @Tern Travel

Role Description

We have 11,000 travel advisors on Tern today, we'll have 20,000 by year end. Now comes the harder part: making sure our enterprise hosts driving this growth thrive. The agency success function is early. The foundation is real. If you've owned complex B2B relationships before and want to define the function, rather than inherit someone else's, this is your shot.

Agencies use Tern to run their businesses. They track commissions, manage client profiles, connect to suppliers, and handle the back office work that used to take hours. That's the foundation. But using a platform to manage the status quo is different from using it to grow, taking on more clients, becoming more efficient, building a team that books more travel and runs a stronger business. That's the opportunity this role exists to unlock.

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 the broader agency book of business. The Agency Success Manager will define what that looks like:

• Who the agencies are.
• How we engage them.
• How we support them at scale without losing the relationship quality that makes them stay and grow.
• What the metrics should be.

This is not a traditional CSM role. You're not tracking logins or managing a support queue. You're a strategic consultant and partner to some of the most influential agencies in the industry, helping them use Tern not just to operate, but to grow.

Qualifications

• 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, not just maintaining it.
• A track record of building things, not just running them. You've joined teams where the playbook was incomplete and left them with something repeatable.
• Comfortable operating across both SMB/mid-market velocity and enterprise complexity.
• Strong instincts for how to drive adoption at an agency or team level, not just an individual user level.

Requirements

• 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

• Be part of a mission-driven team transforming the travel planning space.
• Work with a supportive, curious, and creative team.
• Influence and shape our agency success strategy from the ground up.
• Competitive salary, equity, and benefits package.

Company Description

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 helps travel advisors run more efficient, professional, and profitable operations, giving them the modern infrastructure they need to lead the next chapter of travel.

But the impact goes beyond business. Travel advisors help clients move more intentionally through the world. When a traveler works with an advisor, they're more likely to avoid overtouristed hotspots and more likely to spend their dollars in places where they can do real good. That's the kind of travel we want more of.

At Tern, we believe in small business. We believe in the power of travel. And we're building the future of both.