Senior Strategic CSM - Remote, High-Impact Growth

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

Job summary

Tebra is seeking a Senior Customer Success Manager, Strategic, to serve as a trusted advisor for high-value customers in a remote United States role. You will define success metrics, architect adoption plans, and drive measurable growth throughout the customer lifecycle.

You will lead data-driven storytelling for executives, manage escalations and high-risk renewals, and identify expansion opportunities beyond current products.

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.

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

Strategic account management

Executive communication

Data storytelling

Renewals management

Cross-functional leadership

Mentoring

Job description

Tebra is seeking a Senior Customer Success Manager, Strategic, to serve as a trusted advisor for high-value customers in a remote United States role. You will define success metrics, architect adoption plans, and drive measurable growth throughout the customer lifecycle.

You will lead data-driven storytelling for executives, manage escalations and high-risk renewals, and identify expansion opportunities beyond current products.