Senior Strategic CSM - Remote Growth & Renewals

Tebra; United States; Remote; USD 77,000 - 81,000; Full time

Benefits offered by this job

Healthcare benefits

Remote-friendly environment

Wellness programs

Job summary

Tebra is seeking a Senior Customer Success Manager to act as a strategic advisor for high-value customers, defining success metrics and adoption plans for measurable growth throughout their lifecycle.

Senior CSMs will lead communications with executives, manage escalations, and drive renewals and expansion opportunities beyond the current product portfolio. The role emphasizes collaboration across Product, Marketing, Support, and CS leadership to optimize outcomes.

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.

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 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.

Skills

5+ years

Strategic communication

Data-driven storytelling

Escalations management

Renewals leadership

Mentorship

Cross-functional collaboration

Problem solving

Job description

Tebra is seeking a Senior Customer Success Manager to act as a strategic advisor for high-value customers, defining success metrics and adoption plans for measurable growth throughout their lifecycle.

Senior CSMs will lead communications with executives, manage escalations, and drive renewals and expansion opportunities beyond the current product portfolio. The role emphasizes collaboration across Product, Marketing, Support, and CS leadership to optimize outcomes.