Senior Customer Success Manager, Strategic at Tebra · LumiJobs
senior
$77k–$81k
H1B: no
Tebra The Senior Customer Success Manager serves as a strategic advisor for high-value customers, driving adoption and growth through data-driven storytelling. This role manages escalations, leads renewals, and mentors team members.
Responsibilities
As a Senior Customer Success Manager, you will serve as a strategic advisor for high-value, high-complexity customers. You will work with customers to define success metrics, architect strategic adoption plans, and ensure measurable growth throughout their lifecycle.
Senior CSMs excel at strategic communication and data-driven storytelling, tailoring their approach for business owners, executives, and internal leadership. They communicate with clarity and influence, whether guiding customers through complex workflows or preparing concise insights and recommendations for cross-functional and executive stakeholders. You will independently manage escalations, lead high-revenue renewals, and drive strategic expansion opportunities that may extend beyond the current product portfolio.
Your Area of Focus
Manage a high-value book of business with increasingly complex customer types, and ensure long-term retention and value realization.
Develop structured value frameworks that align product adoption to measurable outcomes and ensure stakeholders clearly understand the impact of their investment.
Conduct proactive outreach rooted in customer health analytics, surfacing insights and driving tailored interventions.
Deliver advanced recommendations that reflect industry best practices, product expertise, and customer-specific growth opportunities.
Meet or exceed elevated quarterly ARR retention and expansion quotas, identifying whitespace and future product opportunities.
Own complex and high-risk renewals, including stakeholder alignment, objection handling, and narrative development.
De-escalate customer challenges with independence and clarity, looping in leadership proactively and reactively with well-formed context and recommended paths forward.
Participate in customer onboarding from the outset, ensuring continuity and a strategic foundation for long-term success.
Serve as a cross-functional influencer, collaborating with Product, Marketing, Support, and CS leadership to provide feedback, test playbooks, and support post-launch improvements.
