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Customer Success Operations Analyst

Heredia, Heredia, Costa Rica

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 Customer Success Operations Analyst plays a key role in supporting the Customer Success team by leveraging data to drive performance and continuous improvement. Working closely with Customer Success leadership, this role involves gathering, analyzing, and reporting on data to monitor KPIs, identify trends, and uncover opportunities for optimization.

To excel in this role, the Analyst will need to be proficient in data analysis and visualization, building actionable reports and dashboards to support data-driven decision-making. The role requires the ability to perform deep-dive analysis to identify root causes behind performance trends and recommend process improvements. As familiarity with team workflows and goals grows, the Analyst will also contribute to the implementation of new Customer Success and cross-functional initiatives.

Key traits for success in this role include strong analytical thinking, excellent communication skills, and the ability to translate complex data into clear, actionable insights for cross-functional teams.

Your Area of Focus

  • Provide the Customer Success team with accurate reports and dashboards
  • Regularly monitor and review key metrics to identify areas of opportunity
  • Build repeatable data models to analyze performance trends, understand root cause drivers of performance, and identify improvement opportunities
  • Perform ad-hoc analyses to support specific projects or answer timely questions
  • Work with stakeholders to implement new metrics to monitor and optimize team performance
  • Work with stakeholders to identify pain points and opportunities for improvement
  • Contribute to CS process improvement projects and complete deliverables on time
  • Collaborate with Systems teams to document requirements and identify optimal design
  • Measure impact of projects compared to baseline metrics
  • Regularly prioritize and complete the work that will deliver the most impact to Customer Success KPIs and Performance (Prioritize Outcomes over Activity)
  • Help the Customer Success team improve performance through systems, process, tools and project management support 
  • Run recurring operational processes critical to the functioning of the business
  • Assist stakeholders with presentations on monthly and quarterly team performance

Your Professional Qualifications

  • Bachelor's Degree from an accredited institution or relevant work experience
  • 1-3 years of experience in a business analyst, project management, or other operations role
  • A self-driven individual who adapts well to change
  • Outstanding problem-solving and analytical mindset
  • Strong organization and prioritization skills
  • Excellent written and verbal communication skills
  • Eagerness to gain experience across a wide range of operational projects and skill sets
  • Familiarity working with analytical tools such as Excel, Google Sheets. Familiarity with SQL, Snowflake,and Tableau is a plus
  • Familiarity working with Customer Success Management tools (i.e. Salesforce, Gainsight, CXOne/NICE call center) is a plus

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 

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 obe Fitness for a great workout, or LifeWorks Employee Assistance Program to find mental health resources, along with other resources for everyday occurrences.

 

#LI-AH1 #LI-Hybrid

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.

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