• Understand Together's mentorship software and apply software implementation best practices to launch mentorship programs. • Work with the employee data and file types such as CSV, Excel, and basic HRIS data that drive program builds, including CSV and Excel files and basic HRIS data. • Familiarity with SSO, Outlook/Gmail Calendars, Slack and Teams to implement programs and resolve day-to-day technical challenges, on your own or with others. • Drive product adoption and seat utilization through the middle of the contract, partnering with Account Management in QBRs that show measurable progress toward customers' business goals. • Reduce churn and maximize contract value by ensuring customers realize ongoing value so that renewal is an easy decision, and by generating referrals and sales-qualified leads (SQLs) through advocacy. • Maintain knowledgeable, timely responses to customer needs to build credibility and trust. • Collaborate with customers, Account Management, and product managers to solve problems. • Communicate strategy, rationale, and progress within the team and to external stakeholders. • Support teammates with their projects, document team trainings and best practices, and help improve the Customer Success function. • Participate in recruiting, performance reviews, performance management, promotions, and career planning in partnership with your manager.

• Onboard new customers • Monitor health and engagement • Build relationships with key stakeholders • Customer education through training sessions • Conduct business reviews • Drive renewal and growth • Advocate for customers • Collaborate cross-functionally • Process Creation

• Develop and execute growth strategies that drive revenue, conversion, and engagement across travel products — covering loyalty, pricing, merchandising, and marketing best practices • Lead executive business reviews with C-level and senior stakeholders, translating partner goals into clear roadmaps and measurable outcomes • Serve as the primary strategic point of contact for your partner portfolio, building trusted relationships with leadership teams and ensuring alignment on priorities and performance • Identify performance gaps and opportunities using platform data, then design and champion initiatives that move the needle • Translate partner business needs into scalable product capabilities, working closely with internal product and engineering teams to prioritize and influence the roadmap • Deliver data-driven insights and recommendations that inform partner decision-making at the executive level • Collaborate onsite with partner teams where needed to drive strategy alignment, execution, and results • Onboard new partners onto the HTS Commerce platform, ensuring a smooth transition and fast time-to-value • Monitor partner health metrics and proactively flag risks, escalating and resolving issues before they impact performance • Codify best practices, playbooks, and frameworks that can be scaled across the global partner network

• Define the agency success motion at Tern from near day 1. Segment the book, set the engagement model, and build the playbook for how we support agencies at scale without losing relationship quality. • Own post-sale success for agencies above the GMV threshold. Build activation plans at go-live, drive integration adoption, and run structured business reviews tied to growth outcomes. • Partner with the Implementation team at handoff. Go-live is not the finish line, this role is about fostering the agency relationship long term. • Partner with the Head of CX on what the playbook should look like- what's working and support enterprise launches as needed alongside the broader agency book of business • Surface agency friction, workarounds, and feature needs to R&D. You're the voice of the agency in the product cycle and the speed of that feedback loop matters. • Build scalable touchpoints and systems that work across a range of account sizes and complexity. Use AI to run a high touch motion at a volume that wouldn't be possible otherwise.