Senior Strategic Customer Success Manager - Remote

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

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.