Agency Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Define the success strategy for agencies at Tern from the outset. Categorize the portfolio, establish the engagement model, and create the playbook for supporting agencies at scale while maintaining relationship quality.

• Take ownership of post-sale success for agencies that exceed the GMV threshold. Develop activation plans at the time of go-live, promote integration adoption, and conduct structured business reviews linked to growth outcomes.

• Collaborate with the Implementation team during the handoff. The go-live stage is not the endpoint; this role focuses on nurturing the long-term relationship with the agency.

• Work alongside the Head of CX to define the playbook's structure—identify what is effective and support enterprise launches as required alongside the wider agency portfolio.

• Identify agency challenges, workarounds, and feature requirements to relay to R&D. You will represent the agency's voice in the product development cycle, and the speed of feedback is crucial.

• Develop scalable touchpoints and systems that are effective across various account sizes and complexities. Leverage AI to facilitate a high-touch approach at a scale that would otherwise be unfeasible.

⛳️ Requirements

• 5+ years of experience in customer success, account management, strategic consulting, or a senior sales position with direct responsibility for adoption and revenue growth metrics in a post-sale environment.

• Proven experience managing a significant book of business across diverse account sizes, with a history of driving measurable growth rather than merely sustaining it.

• A history of building processes rather than just operating them. You have been part of teams where the playbook was incomplete and have left them with something scalable.

• Comfortable navigating both SMB/mid-market dynamics and enterprise complexities.

• Strong instincts for promoting adoption at an agency or team level, rather than solely at an individual user level.

• Excellent communication abilities.

• Experience in the travel, hospitality, or a related sector is a plus.

• A consulting background (strategy, management consulting, or professional services) is an added advantage.

🏝️ Benefits

• Competitive salary

• Equity and benefits package