Senior Customer Success Manager, Strategic

Tebra is an all-in-one EHR+ platform built for independent healthcare practices, connecting EHR software, billing, automation, telehealth, and marketing solutions. The Senior Customer Success Manager serves as a strategic advisor for high-value, complex customers by driving adoption, retention, renewals, expansion, and measurable customer outcomes. The role also influences cross-functional initiatives, manages escalations, mentors newer team members, and contributes to Customer Success process 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

Requirements:

• 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