Senior Customer Success Manager, Strategic

Transformcap; Tijuana; Presencial; MXN 1.310.000 - 1.387.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

WFH discount (Dell)

Gympass access

Telus EAP

Descripción de la vacante

Tebra is hiring a Senior Customer Success Manager to serve as a strategic advisor for high-value clients. You will define success metrics, architect adoption plans, and drive growth across the customer lifecycle.

You will lead escalations, own complex renewals, and identify expansion opportunities while mentoring junior CSMs and influencing cross-functional teams. Compensation reflects geo zones with potential variable pay and a robust benefits package.

Formación

• 5+ years in SaaS with high-value, complex customers.
• Ability to translate needs into strategic recommendations and influence roadmap discussions.
• Executive-level communication and data-driven storytelling capabilities.
• Proven ability to independently manage escalations, high-risk renewals, and complex situations.

Responsabilidades

• Manage a high-value book of business with retention and value realization.
• Define success metrics and architect strategic adoption plans for customers.
• Lead escalations and high-revenue renewals while driving expansion opportunities.
• Provide cross-functional feedback to Product, Marketing, Support, and CS leadership.
• Mentor new CSMs and contribute to playbooks and process improvements.
• Deliver data-driven customer updates for internal stakeholders and executives.

Conocimientos

Strategic communication

Data-driven storytelling

Escalation management

Renewals & expansion

Cross-functional collaboration

Mentoring

Descripción del empleo

About The Role

As a Senior Customer Success Manager, you will serve as a strategic advisor for high-value, high-complexity customers. You will work with customers to define success metrics, architect strategic adoption plans, and ensure measurable growth throughout their lifecycle.

Senior CSMs excel at strategic communication and data-driven storytelling, tailoring their approach for business owners, executives, and internal leadership. They communicate with clarity and influence, whether guiding customers through complex workflows or preparing concise insights and recommendations for cross-functional and executive stakeholders. You will independently manage escalations, lead high-revenue renewals, and drive strategic expansion opportunities that may extend beyond the current product portfolio.

In this role, you set the standard for operational excellence. Senior CSMs influence cross-functional initiatives, mentor newer team members, and help shape the evolution of Customer Success through feedback, playbook refinement, and strategic insights.

Your Area of Focus

• Manage a high-value book of business with increasingly complex customer types, and ensure long-term retention and value realization.
• Develop structured value frameworks that align product adoption to measurable outcomes and ensure stakeholders clearly understand the impact of their investment.
• Conduct proactive outreach rooted in customer health analytics, surfacing insights and driving tailored interventions.
• Deliver advanced recommendations that reflect industry best practices, product expertise, and customer-specific growth opportunities.
• Meet or exceed elevated quarterly ARR retention and expansion quotas, identifying whitespace and future product opportunities.
• Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development.
• De-escalate customer challenges with independence and clarity, looping in leadership proactively and reactively with well-formed context and recommended paths forward.
• Participate in customer onboarding from the outset, ensuring continuity and a strategic foundation for long-term success.
• Serve as a cross-functional influencer, collaborating with Product, Marketing, Support, and CS leadership to provide feedback, test playbooks, and support post-launch improvements.
• Mentor new CSMs in a structured capacity, modeling best practices in communication, documentation, strategic thinking, and renewal management.
• Demonstrate mastery of data-driven storytelling in customer updates, internal communications, and cross-functional initiatives.

Your Professional Qualifications

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment.
• Deep product and industry understanding with the ability to translate needs into strategic recommendations and influence roadmap discussions.
• Advanced communication skills, including executive-level communication and data-driven storytelling.
• Proven ability to independently manage escalations, high-risk renewals, and complex customer situations.
• Consistent record of meeting or exceeding retention and expansion metrics, including elevated quotas.
• Demonstrated leadership through mentoring, cross-functional collaboration, and contribution to process/playbook improvements.
• Ability to synthesize data into actionable insights for both customers and internal teams.
• Strong problem-solving skills, creative strategic thinking, and comfort navigating ambiguity.

We are dedicated to attracting and retaining top talent with competitive and fair compensation. For this position, this range reflects our Zone 1 (National Average) pay band. Your specific compensation is thoughtfully determined by your experience, qualifications, the specific requirements of the role, and your Geo Zone. Our geo-zone system ensures your pay is competitive for your location, recognizing varying costs of labor across regions. Our four geo zones are designed to reflect this: Zone 1: National Average, Zone 2: Moderately Higher Cost Regions, Zone 3: High-Cost Regions, Zone 4: Lower-Cost Regions. Beyond base compensation, Tebra offers eligible employees the opportunity for variable pay and a robust benefits package, reflecting our commitment to your overall well-being. In compliance with California pay transparency laws, the specific compensation range applicable to your Geo Zone will be shared during your initial talent screen.

Zone 1 (National Average): $76,500 USD - $81,000 USD

About Tebra

Tebra is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, Tebra connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust Tebra to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.tebra.com.

Our Values

Start with the Customer

We get to know our customers - and their patients - and look at the world through their lens.

Keep It Simple

Healthcare is too complex. We aim to simplify it for everyone.

Stay Entrepreneurial

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

Better Together

We are diverse, humble, and collaborative. We put the team first and win together.

Celebrate Success

Life is short and joy is underrated. We take time to have fun and celebrate success.

Perks & Benefits

• United States: In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences.
• Costa Rica: To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for access to health and fitness apps, or Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

Compliance & Privacy Disclosures

NOTE: Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/

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As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.