Senior Customer Success Manager, Mid-Market

As a Senior Customer Success Manager (Sr. CSM) you are the main point of contact for providing strategic guidance to our mid-size customers. You will work with our customers to outline their key performance metrics and assist them in utilizing our platform to communicate with and retain their patients, manage their practice’s workflow, and help them reach their digital marketing goals. A Sr. CSM must be a keen problem solver who can think quickly on their feet, while having the ability to diagnose customer issues, formulate a strategy and deliver results. Sr. CSMs have consistently proven to be self-starters who thrive in a fast-paced environment and are confident to take control of customer conversations and provide clear guidance on how high value customers can accomplish their goals. You will work autonomously to close proactive playbooks and inbound requests, while building long-term value-based relationships.  Sr. CSMs drive net revenue retention and own the customer renewal process.

• Personally manage a client base of ~80 midsize accounts, each representing up to $60,000 in annual revenue
• Fully understand your client’s business and digital marketing goals during your kickoff call
• Clearly set expectations, define success and assess what the client will need to achieve 100% system adoption and accomplish their goals
• Develop a customized strategic plan for each client in your book of business and proactively monitor progress providing whatever is needed to meet their needs
• Utilizing our customer health and engagement analytics, conduct strategic outreach to your client base focused on adoption, retention or revenue drivers
• Ensure all personally supported accounts are progressing towards full utilization of the application coupled with high NPS and CSAT scores and minimal churn
• You will be responsible for achieving both a Gross Customer Retention and Net ARR Retention goal each quarter
• Leverage your deep product, industry and client base knowledge to develop thoughtful and personalized recommendations on how add-on services and software can drive value for your clients; You will be held responsible for personal upsell goals on a quarterly basis
• Leverage your product and customer knowledge to ensure all conversations are tailored to the needs of the client and all open action items and critical gaps are documented and resolved in a timely manner

• 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 

Kareo and PatientPop have joined forces to become Tebra, the digital backbone for practice well-being. While our teams are still supporting both products, our new hires and current employees are now united as Team Tebra. 

Tebra aims to unlock better healthcare by helping independent practices bring modernized care to patients everywhere. Well over 100,000 providers trust Tebra to elevate their patient experience, and help them grow their practice. At Tebra, we’re building the future of well-being together. That shared vision for tomorrow begins with compassion and humanity today.

We get to know our customers - and their patients - and look at the world through their lens.

Healthcare is too complex. We aim to simplify it for everyone.

We reject the status quo and solve problems with creativity, perseverance, and a bias to action.

We are diverse, humble, and collaborative. We put the team first and win together.

Life is short and joy is underrated. We take time to have fun and celebrate success.

In addition to our healthcare benefits, we also offer amazing perks! Need work from home basics? We offer a discount through Dell! We also offer a number of resources to help you keep your mind and body healthy. Check out obe Fitness or Gympass for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

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