Back to jobs
New

Head of Customer Success & Operations

United States - Remote

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 Founding Head of Customer Success & Operations is a high-conviction hire for Tebra’s Innovation team — and one of the most demanding. This is a hands-on, high-touch role that represents the human face to providers through personalized support and onboarding to our innovation features. This role will simultaneously build a scalable CS strategy, PHI protocols, AI agent corpus, and long-term team infrastructure. We are looking for someone who has built a CS function from scratch before and is choosing to do it again at an earlier, higher-stakes stage — a player-coach who finds genuine satisfaction in working directly with customers in Month 1 and writing the playbook that empowers others to do it in Month 6.

Your Area of Focus

  • Personally onboard and support every provider in the initial Alpha cohort — handle every inbound question manually for the first 6–8 weeks to build deep product and customer intuition.
  • Record and transcribe every provider call to build a structured question taxonomy that will serve as the foundation of the AI agent knowledge base.
  • Own the AI CS agent corpus: structure and synthesize rotating engineer inputs weekly, prune and publish the knowledge base, and evaluate agent responses for accuracy and PHI compliance.
  • Comfortable owning the AI agent corpus as a product artifact — this is a content and systems ownership function, not just a tooling decision.
  • Define and document the PHI routing protocol before the first provider is onboarded — establishing clear rules for what routes to AI, what routes to a human, and what requires immediate clinical escalation.
  • Identify and onboard a licensed clinical consultant (LCSW, LPC, or LMFT) on retainer within 30–60 days post-launch to serve as the escalation path for red-line clinical accuracy events.
  • Build the Nitro CS runbook, CE rotation handoff documentation, trust-repair scripts, and provider communication playbook — documenting in real time, not after the fact. 
  • Own the long-term CS strategy: develop the hiring and integration plan, team structure, metrics framework (CSAT, resolution rate, retention), and CS tool stack decisions. 
  • Exchange learnings on best practices with Customer Success Learning and Enablement team to ensure AI knowledge base strategies and AI knowledge protocols are aligned. 
  • Lead AI CS agent platform evaluation at Week 4 and manage deployment at Week 6–8 using the question taxonomy built through direct provider interactions.
  • Partner with the GTM / Growth Lead on referral generation, surfacing provider satisfaction signals and identifying optimal moments to request introductions.
  • Ensure all CS operations and provider interactions maintain strict HIPAA compliance, with particular sensitivity to PHI handling in a mental health documentation context.

Your Professional Qualifications

  • 7–10 years in customer success, with at least one “first CS hire” or “built the function from scratch” experience at a SaaS company.
  • Has hired and built a CS team before — this is not a first leadership opportunity.
  • Healthcare-adjacent experience is strongly preferred; a mental health background or familiarity with clinical workflows is a meaningful differentiator.
  • PHI-fluent: understands HIPAA obligations in practice, what can and cannot be communicated over which channels, and what constitutes a clinical escalation versus a product support ticket.
  • Player-coach by disposition: genuinely energized by working directly with customers in Month 1, and equally motivated to build the system that scales that work in Month 6.
  • Comfortable owning the AI agent corpus as a product artifact — this requires content strategy and systems thinking, not just tooling familiarity.
  • Experience with CS platforms, ticketing systems, and AI-assisted support tools; willingness to evaluate and select the right stack from scratch.
  • Strong verbal and written communication skills, with demonstrated ability to navigate sensitive clinical or emotionally charged customer interactions with empathy and professionalism.
  • Comfortable making judgment calls in ambiguous situations, including routing decisions that sit at the intersection of product support and clinical risk.
  • Highly fluent with AI tools in daily workflow — uses AI assistants, automation, and emerging capabilities as a core operating layer, not an occasional shortcut; comfortable evaluating and adopting new tools as the landscape evolves.
  • Clear vision for AI-driven CS transformation — understands how AI reshapes support operations, deflection strategy, and provider experience, and can lead that transformation proactively rather than reactively; sees the AI agent corpus as a strategic asset, not an IT project.

(For Recruiter use only) #LI-BG1 #LI-Remote

In compliance with California's pay transparency laws, the compensation range for this position will be provided and may include an hourly rate, annual salary, or On-Target Earnings (OTE), depending on the nature of the role. The specific compensation structure and detailed range will be discussed with qualified candidates during the initial talent screen.

Remote Pay Range

$191,500 - $204,000 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.

Create a Job Alert

Interested in building your career at Tebra? Get future opportunities sent straight to your email.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

This is sometimes called “sponsorship” for an employment-based visa status.

Select...
Select...

1 = I have been the first CS hire or built a CS function from scratch at a SaaS company.
2 = I have led or grown an established CS function, but did not build one from the ground up. 
3 = I have worked within a CS team but have not led or built a function.

Select...

1 = I use AI as a core operating layer and have owned/built an AI knowledge base or agent corpus, or deployed AI-assisted support tooling.
2 = I use AI tools occasionally but have not owned a knowledge base or deployed AI support tooling.
3 = I have little to no hands-on experience with AI tools. 

U.S. Standard Demographic Questions

At Tebra, we are dedicated to fostering a diverse, equitable, and inclusive workplace. To support these efforts and fulfill U.S. federal compliance obligations, our application includes a set of voluntary demographic questions. This information is collected solely for aggregated statistical reporting and to help us analyze and improve our outreach and hiring practices. Your answers will be kept confidential, not shared with hiring managers, and will not influence the hiring decision for this role. You always have the option to select 'Prefer not to disclose' or 'I don't wish to answer'.

Select...
Select...
Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Tebra’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

We use Greenhouse Software's AI-powered Talent Matching tool to assist in reviewing your application against the skills, experience, and qualifications we have defined for this role. To learn about how this technology works, the data it uses, your right to request an alternative review method, and other rights, please see our AI Hiring & Candidate Rights Disclosure. 

Learn more