Senior Customer Success Manager

Summary

Join Tebra as a Senior Customer Success Manager, Strategic and become the primary point of contact for our high-value clients. You will guide strategic customers, define their key performance indicators, and help them leverage our platform for patient communication, practice workflow management, and digital marketing success. This role demands a proactive, problem-solving approach, requiring you to diagnose issues, develop strategies, and deliver results. You will autonomously manage customer interactions, build strong relationships, and drive net revenue retention. The position focuses on nurturing, expanding, and retaining a strategic customer base, exceeding $15,000 in annual revenue. You will collaborate with various teams and contribute to the company's overall success.

Requirements

• 2-3 years experience leading high value client projects or solving complex problems
• A passion for energetic and fast-paced environments
• Proven self-learner who thrives in the opportunity to take initiative
• Demonstrated ability to quickly learn and adapt to new technologies
• Excellent communicator with the ability to formulate digestible solutions

Responsibilities

• Nurture, expand and retain our Strategic customer base of customers spending over $15,000 in annual revenue
• Understand clients' business and digital marketing goals, set expectations, and assess what they need to achieve full system adoption
• Develop a customized strategic plan for clients and proactively monitor progress, providing necessary resources to increase lifetime customer value
• Conduct strategic outreach to your client base, focusing on adoption, retention, or revenue drivers using customer health and engagement analytics
• Provide personalized recommendations on how adopting the core product or add-on services can drive value for clients
• Achieve ARR Retention and Expansion revenue goals each quarter, ensuring all personally supported accounts are progressing towards full utilization of the application
• Tailor conversations to clients' needs, document and resolve open action items and critical gaps promptly, leveraging your product and customer knowledge
• Demonstrate expertise in learning new solutions quickly and finding creative and strategic solutions for clients' growth and goals
• Deepen knowledge of industry, digital marketing best practices, and consultative selling tactics through continued learning opportunities provided throughout your tenure
• Collaborate with Marketing, Product, and other Customer Success teams to test new initiatives' effectiveness and provide customer feedback and workflow optimization opportunities

Benefits

• Healthcare benefits
• Discount through Dell
• Resources to help you keep your mind and body healthy
• Obe Fitness or Gympass for a great workout
• LifeWorks Employee Assistance Program to find mental health resources