Customer Success

Tebra; Northern (KY); Hybrid; USD 77,000 - 81,000; Full time

Benefits offered by this job

Dell discount

Gympass

Telus Employee Assistance Program

Job summary

Tebra is seeking a Senior Customer Success Manager, Strategically focused, to guide high-value customers from onboarding through renewals and expansion. You will define success metrics, architect adoption plans, and deliver data-driven insights to executives and cross-functional teams.

You will independently manage escalations, lead high-revenue renewals, and drive strategic opportunities beyond the current product portfolio.

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.

Responsibilities

• 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 understand impact.
• 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 and narrative development.
• De-escalate customer challenges with independence and clarity, looping in leadership with well-formed context.
• Participate in customer onboarding from the outset to ensure continuity and strategic foundation for long-term success.
• Serve as a cross-functional influencer, collaborating with Product, Marketing, Support, and CS leadership to provide feedback and support post-launch improvements.
• Mentor new CSMs in a structured capacity, modeling best practices in communication and renewal management.

Skills

Strategic account mgmt

Executive communication

Data-driven storytelling

Renewals management

Job description

Senior Customer Success Manager, Strategic

United States - Remote

Tebra only initiates contact with candidates via email from an official Tebra email address (@ tebra.com , @ patientpop.com , or @ kareo.com ) or through our applicant tracking system, Greenhouse.We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging.

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 - $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.

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.

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

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.

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.