About the Role

As a Customer Success Manager (CSM) you are the main point of contact for providing strategic guidance to our 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 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. CSMs are self-starters who thrive in a fast-paced environment and are confident to take control of customer conversations and provide clear guidance on how the customer can accomplish their goals. You will work collaboratively with a team to close proactive playbooks and inbound requests, while building long-term value-based relationships.

Your Area of Focus

• Conduct strategic outreach to promote adoption, retention, and revenue drivers for a client base of approximately 2,000 individual accounts.
• Collaborate with pod members to ensure all supported accounts are progressing towards full utilization of the application, coupled with high NPS and CSAT scores and minimal churn.
• Utilize one-to-many programs to drive value for the client base and educate them on new products, best practices, and industry trends.
• Achieve a Gross Customer Retention goal each quarter along with an upsell goal focused on increasing the revenue of the client base.
• Develop a personalized plan for achieving personal upsell goals on a quarterly basis.
• Leverage product and customer knowledge to tailor all conversations to the needs of the client and ensure that all open action items and critical gaps are documented and resolved in a timely manner.
• Collaborate with Marketing, Product and additional Customer Success teams to test the effectiveness of new initiatives and provide continual customer feedback and workflow optimization opportunities.

Your Professional Qualifications

• Experience using G-Suite and Salesforce Lightning
• Passion for energetic and fast-paced environments
• Self-learner who thrives in the opportunity to take initiative
• Experience leading challenging client projects
• Demonstrated ability to quickly learn and adapt to new technologies
• Clear communicator with the ability to break down complex problems and formulate digestible solutions

About Tebra

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.

Our 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.

Perks & Benefits

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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