[Hiring] Senior Customer Success Manager @Tebra

Role Description

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.

• Excel at strategic communication and data-driven storytelling.
• Tailor your approach for business owners, executives, and internal leadership.
• Communicate with clarity and influence.
• Independently manage escalations, lead high-revenue renewals, and drive strategic expansion opportunities.
• Set the standard for operational excellence.
• Influence cross-functional initiatives and mentor newer team members.
• 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.
• Ensure long-term retention and value realization.
• Develop structured value frameworks that align product adoption to measurable outcomes.
• Conduct proactive outreach rooted in customer health analytics.
• Deliver advanced recommendations reflecting industry best practices and customer-specific growth opportunities.
• Meet or exceed elevated quarterly ARR retention and expansion quotas.
• Own complex and high-risk renewals.
• De-escalate customer challenges independently and clearly.
• Participate in customer onboarding from the outset.
• Serve as a cross-functional influencer, collaborating with various teams.
• Mentor new CSMs in a structured capacity.
• Demonstrate mastery of data-driven storytelling in various communications.

Qualifications

• 5+ years of experience managing high-value, complex customers in a fast-paced SaaS or technology environment.
• Deep product and industry understanding.
• Advanced communication skills, including executive-level communication.
• Proven ability to independently manage escalations and high-risk renewals.
• Consistent record of meeting or exceeding retention and expansion metrics.
• Demonstrated leadership through mentoring and cross-functional collaboration.
• Ability to synthesize data into actionable insights.
• Strong problem-solving skills and creative strategic thinking.

Requirements

• Comfort navigating ambiguity.

Benefits

• Competitive and fair compensation.
• Variable pay opportunities.
• Robust benefits package reflecting commitment to overall well-being.
• Healthcare benefits.
• Discounts through Dell for work-from-home basics.
• Resources for mental health and fitness, including Gympass and Telus Employee Assistance Program.

Company Description

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.