Customer Success Manager, Strategic

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse.

About the role

As a Customer Success Manager, you will serve as the primary partner for guiding customers through successful adoption, measurable value realization, and strategic expansion. You will help customers understand their business goals, align on success metrics, and drive meaningful outcomes using our platform. You are a strong communicator who can simplify complex workflows, resolve blockers, follow established playbooks, and build trust with customer stakeholders. CSMs excel at proactive outreach, data-informed recommendations, and ensuring customers progress toward full utilization of the platform and available add-on solutions. This role thrives in fast-paced environments, requires strong ownership over customer health, and demands consistent adherence to processes that support retention and expansion.

Responsibilities

• Manage and retain a book of customers typically under $20–30k ARR across designated product areas.
• Understand customer business goals and align them to platform capabilities, driving adoption through consistent adherence to established playbooks.
• Build strong working relationships with end users and manager-level stakeholders, ensuring successful onboarding handoffs and long-term engagement.
• Drive proactive outreach focused on adoption, retention, and early identification of risk using customer health analytics.
• Deliver personalized recommendations rooted in best practices, enabling customers to fully utilize core and add-on products.
• Meet or exceed quarterly ARR retention and expansion quota targets, identifying opportunities within the existing product set.
• Document progress, action items, customer needs, and risks with precision, ensuring timely follow-up and clear cross-functional communication.
• Learn product features quickly and translate them into simple, actionable guidance for customers.
• Manage escalations calmly and professionally, owning initial de-escalation and looping in leadership when appropriate.
• Collaborate with Marketing, Product, and other CS teams to share customer feedback and support workflow optimization initiatives.

Requirements

• 1–3 years of experience managing customer relationships, implementing solutions, or handling complex, customer-facing problem solving.
• Ability to follow structured processes and drive repeatable, consistent outcomes.
• Strong communication skills with the ability to build rapport and present solutions clearly.
• Demonstrated ability to learn new technologies and workflows quickly.
• A proactive mindset with the ability to manage a fast-moving book of business.
• Comfort working in data-informed environments and using insights to guide recommendations.
• Experience meeting process and outcome metrics surrounding customer touchpoints, expansion revenue, and customer retention.

Pay

In compliance with California pay transparency laws, the specific compensation range applicable to your Geo Zone will be shared during your initial talent screen. Zone 1 (National Average): $76,500 USD - $81,000 USD.

Your specific compensation is determined by your experience, qualifications, the specific requirements of the role, and your Geo Zone. Our geo-zone system ensures your pay is competitive for your location, recognizing varying costs of labor across regions:

• Zone 1: National Average
• Zone 2: Moderately Higher Cost Regions
• Zone 3: High-Cost Regions
• Zone 4: Lower-Cost Regions

Benefits

Beyond base compensation, Tebra offers eligible employees the opportunity for variable pay and a robust benefits package, reflecting our commitment to your overall well-being.

United States:

• Healthcare benefits
• Work from home basics discount through Dell
• Gympass for workouts
• Telus Employee Assistance Program for mental health resources and other everyday occurrences

Costa Rica:

• Wellness and childcare subsidy
• University/Education discount
• Gympass for access to health and fitness apps
• Telus Employee Assistance Program for mental health resources and other everyday occurrences

About Tebra

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.

Values

• Start with the Customer: We get to know our customers - and their patients - and look at the world through their lens.
• Keep It Simple: Healthcare is too complex. We aim to simplify it for everyone.
• Stay Entrepreneurial: We reject the status quo and solve problems with creativity, perseverance, and a bias to action.
• Better Together: We are diverse, humble, and collaborative. We put the team first and win together.
• Celebrate Success: Life is short and joy is underrated. We take time to have fun and celebrate success.