Head of Customer Success & Operations
The Head of Customer Success & Operations at Tebra is a pivotal role within the Innovation team, focusing on delivering personalized support and onboarding for providers utilizing Tebra's innovative features. This position combines direct customer engagement with strategic development, aiming to build a scalable customer success strategy, establish PHI protocols, develop an AI agent knowledge base, and create long-term team infrastructure. The role requires a hands-on approach, especially during the initial phases, to ensure deep product understanding and customer satisfaction.
Key responsibilities include personally onboarding and supporting providers in the initial Alpha cohort, managing all inbound inquiries to build comprehensive product and customer insights. The role involves recording and transcribing provider calls to develop a structured question taxonomy, which serves as the foundation for the AI agent knowledge base. Additionally, the Head of Customer Success & Operations is responsible for defining and documenting PHI routing protocols, establishing clear guidelines for AI interactions, human interventions, and clinical escalations. The position also entails building essential documentation such as the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbooks, all while ensuring strict HIPAA compliance, particularly concerning PHI handling in mental health documentation contexts.
Candidates should have 7–10 years of experience in customer success, with a proven track record of building a customer success function from the ground up in a SaaS environment. Experience in healthcare-adjacent fields, especially with a background in mental health or familiarity with clinical workflows, is highly preferred. A strong understanding of HIPAA obligations, including PHI handling and clinical escalation protocols, is essential. The ideal candidate will possess a "player-coach" mentality, being equally comfortable working directly with customers and developing scalable systems. Proficiency with customer success platforms, ticketing systems, and AI-assisted support tools is important, along with strong verbal and written communication skills to navigate sensitive clinical or emotionally charged customer interactions with empathy and professionalism.
Compensation for this role includes a competitive salary, with additional benefits such as stock options, a hybrid work model, equipment stipends, monthly work-from-home subsidies, and flexible paid time off. Employees also enjoy 10 paid holidays, employee recharge days, financial health tools, gym access through Gympass, and various wellness programs. Additional perks include an employee referral program, mentorship opportunities, professional development training, and participation in employee resource groups. Tebra fosters a collaborative and innovative work environment, encouraging personal and professional growth.
Tebra is a comprehensive technology platform designed to streamline the operations of independent healthcare practices. By integrating electronic health records, revenue cycle management, and patient scheduling, Tebra offers an all-in-one solution that enhances practice efficiency and patient care. The company values a customer-centric approach, simplicity, entrepreneurial spirit, collaboration, and celebrating success. Joining Tebra provides an opportunity to be part of a dynamic team dedicated to transforming healthcare practices and improving patient outcomes.