Key skills
Customer Relationship ManagementSolution ImplementationCustomer-Facing Problem SolvingProcess AdherenceTechnology LearningData AnalysisCustomer RetentionRevenue ExpansionRapport BuildingAnalyticsLeadershipCommunicationProblem SolvingCustomer Success
About this role
Tebra is an all-in-one EHR+ platform designed for independent healthcare practices. The Customer Success Manager will guide customers through successful adoption and strategic expansion, ensuring they achieve measurable value from the platform.
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