Director, Customer Success Operations at Tebra

United States

$200k - $228k

Tebra only initiates contact with candidates via email from an official Tebra email address (@tebra.com, @patientpop.com, or @kareo.com) or through our applicant tracking system, Greenhouse. We will only ask you to provide sensitive personal information through our official application portal — not via social media or text message. We do not conduct interviews via instant messaging. About the Role The Director of Customer Success Operations will serve as a strategic partner to the Chief Customer Officer, driving operational excellence across the Customer Success, Support, Professional Services and Expansion organizations. You will ensure the operating rhythm of Customer Success runs seamlessly, overseeing strategic projects, preparing executive level communications and ensuring that we have a repeatable system team operating cadences. You will be responsible for translating the CCO’s vision into actionable results, ensuring our clients receive a world-class experience and we are driving desired outcomes in retention, customer satisfaction, and efficiency through innovation. This critical position will require a self-directed, skilled problem solver with strong execution and communication skills. You will help CS drive operational excellence at scale, and ultimately take our service delivery to the next level through innovative change. Your Area of Focus Strategic Planning & Execution Own and execute the CS operating rhythm, including CS All Hands, CS onsites, board meeting prep, and weekly meetings. Drive the development of our annual roadmap with quarterly objectives. Ensuring objectives tie back to top company goals and core business outcomes, incorporating feedback from key stakeholders across the team. Generate executive summaries of our Customer Success programs, initiatives, successes, and program/project risk. Lead the organization through large scale change and transformation, ensuring we have a solid change management framework. Be the main point of contact and work directly with the FP&A team on our Annual Planning (AOP) process, assisting with headcount, goal setting, and budget planning process. Oversee capacity planning and capacity models for all Customer Success teams. You will ensure we have a repeatable system for proactive hiring to keep up with customer demands. As well, ensure we are on track with productivity assumptions and making any necessary changes as the business fluctuates. Performance & Data Insights Own the single source of truth for the Customer Success organization across our key metrics. Build, standardize and maintain Customer Success Dashboards, ensuring data alignment and access between Gainsight, Salesforce, and CxOne. Eliminate manual data manipulation. Develop a predictive retention model with a rolling 12 month look on GRR and NRR. Identify trends and cohorts before they reach the escalation point. Architect dynamic headcount models for the onboarding and support teams to determine at what level of increased volume additional staff or where AI automation can defer hiring. Oversee a team of functional business analysts responsible for explaining what happened and why it happened. Deliver a monthly executive briefing to the CCO with the highlights including specific operational levers to improve. Implement a robust Voice of Customer Program leveraging multiple data sets across NPS, CSAT, churn, product usage and customer behavior. Leveraging these insights, you will work across the business to drive action in improving GRR, NRR, CSAT, NPS and employee efficiency. Ensure real time sentiment analysis is automated and integrated into the daily workflows of Account Managers to focus on the VOC. Define and track the ROI for all major CS projects. Provide status, objective data on whether the initiatives are hitting their intended financial and operational targets. Produce regular performance summaries in advance of board meetings, quarterly business reviews, and monthly read-outs highlighting CS performance and areas of opportunity. Strategic Initiatives, Projects and Events Drive the AI adoption into meaningful outcomes, such as employee efficiency, and improvements in retention and expansion. Ensure Customer Success organization is effectively utilizing key technology, in terms of efficiency, utilization and ROI. Oversight of top vendors and budget management. Process re-engineering: Ensure Top 20 Customer Success processes are optimized to reduce client friction (Sales-to-onboarding hand-off, client cancellation, case submission, etc.) Lead CS Leadership on innovative strategies to radically improve our customers' experience. Take a lead role in planning and executing bi-annual customer success onsites. Cross-functional Collaboration Key member in cross-functional steering committees to drive GTM process across Tebra. Develop strong relationships across the business to help drive organizational change, such as the leaders of revenue operations and product operations. Serve as the representative for Customer Success (CS) in cross-functional projects, cascading strategic updates to CS leadership while gathering, synthesizing, and relaying CS requirements, insights, and feedback to cross-functional stakeholders to ensure alignment and execution across the business. Your Professional Qualifications 10+ years Leadership experience in Business Operations, Customer Success Operations, or Consulting. Bachelor's degree or equivalent experience. Well versed in AI trends and have the technical understanding and capability to create value across CS with the adoption of AI. Low Ego, High Impact: You are comfortable working behind the scenes to make the broader team successful. Operator by nature: Strong analytical skills and a problem solver. You don't just export data from Salesforce or Gainsight; you tell a story with it. Executive communication skills; written and verbal. Thrives in a fast paced environment. Expert in delivering feedback, insights, recommendations and bubbling up risks to the organization is a MUST. Champion of a winning culture. Must have integrity and a self-starter, go-getter mentality. Aspires to share their knowledge for the greater good. Eager to grow, learn, and evolve. Healthcare or Healthcare SaaS experience is a strong plus! (For Recruiter use only) #LI-AH1 #LI-Remote We are dedicated to attracting and retaining top talent with competitive and fair compensation. For this position, this range reflects our Zone 1 (National Average) pay band. Your specific compensation is thoughtfully determined by your experience, qualifications, the specific requirements of the role, and your Geo Zone. Our geo-zone system ensures your pay is competitive for your location, recognizing varying costs of labor across regions. Our four geo zones are designed to reflect this: Zone 1: National Average Zone 2: Moderately Higher Cost Regions Zone 3: High-Cost Regions Zone 4: Lower-Cost Regions Beyond base compensation, Tebra offers eligible employees the opportunity for variable pay and a robust benefits package, reflecting our commitment to your overall well-being. In compliance with California pay transparency laws, the specific compensation range applicable to your Geo Zone will be shared during your initial talent screen. Zone 1 (National Average) $200,000—$228,000 USD About Tebra Tebra is the only all-in-one EHR+ platform built exclusively for independent healthcare practices. Designed to replace the clunky, fragmented tools built for corporate systems, Tebra connects EHR software, billing, automation, telehealth solution, and marketing — so providers can spend less time on admin and more time with patients. More than 42,000 private practices trust Tebra to streamline operations, increase revenue, and reduce burnout — helping clinicians leave work on time and rediscover their purpose. Learn more at www.tebra.com. 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 United States: 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 Gympass for a great workout, or TelusEmployee Assistance Program to find mental health resources, along with other resources for everyday occurrences. Costa Rica: To assist with all of life’s needs, Tebra also offers a wellness and childcare subsidy and a University/Education discount! We also offer a number of resources to help you keep your mind and body healthy. Check out Gympass for access to health and fitness apps, or Telus Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences. Compliance & Privacy Disclosures NOTE: Tebra is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. California residents who apply or are recruited for a job with us: please carefully review our California-specific Privacy Notice under the California Consumer Protection Act here: https://www.tebra.com/privacy-policy/california-supplemental-notice/ If you would like to report a fraudulent Tebra job posting, please contact us at talentacquisition@tebra.com and consider reporting your experience to the FBI's Internet Crime Complaint Center or the Better Business Bureau to help keep others safe online, too. As part of our commitment to a fair and efficient hiring process, Tebra utilizes BrightHire, an interview intelligence platform, for our phone and video screenings. This technology records and transcribes interviews to help us ensure consistency, reduce bias, and make more informed hiring decisions. By applying for this position, you acknowledge that your interview may be recorded.