Key skills
Customer relationship managementSolution implementationCustomer-facing problem solvingProcess adherenceTechnology learningData analysisCustomer retentionRevenue expansionAnalyticsLeadershipCommunicationProblem SolvingCustomer Success
About this role
Tebra is an all-in-one EHR+ platform designed for independent healthcare practices, and they are seeking a Customer Success Manager to guide customers through successful adoption and strategic expansion. The role focuses on building relationships with customers, driving adoption of the platform, and ensuring customer satisfaction and retention.
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