Customer Success Managers

At Trella Health, our mission is simple: empowering meaningful change in healthcare.

We are building AI-enabled intelligence and workflows that help healthcare organizations make smarter decisions, strengthen operations, and support healthier outcomes for patients. Our platform connects health systems and post-acute providers through actionable intelligence and connected workflows that improve how care is coordinated across the healthcare continuum.

That work starts with our people. Trellavators are collaborative, curious, and committed to doing meaningful work that makes a measurable impact. We move quickly, support each other, keep our commitments, and continuously look for better ways to serve our customers and one another.

If you are excited by the opportunity to grow your career while helping shape the future of healthcare intelligence, workflows, and outcomes, we would love to meet you.

Our Customer Success Managers play a critical role supporting new and existing customers throughout their customer journey to oversee the account health and overall retention. You will build strategic relationships with our customers’ champions to help drive understanding of our solutions and the value it brings to their business. Additionally, you will support each customer to reach optimal usability of our solutions’ capabilities and will assist in solving their challenges.

Our ideal candidate is someone who has demonstrated success working within healthcare and preferably for high-growth SaaS companies and is passionate about the customer experience.

As a member of the Customer Success team, you will:

• Own a book of business to drive retention and growth rates
• Develop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needs
• Engage customers in an appropriate experience that allows them to effectively execute their success plan
• Manage customer renewal and expansion orders for attainment of net retention goals
• Facilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success plan
• Identify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risks
• Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum
• Collect and summarize customer feedback with a focus on understanding the customer’s business problem

Our Customer Success team might be a fit for you if you have:

• Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS enviroment
• Experience with in the healthcare tech industry is highly preferred:
  • Familiarity with Post-Acute Care or HME/Infusion providers
  • Experiencewithhealthcareclaims data analysis
  • Exposure to data integrations, claims and EHR
  • Passion for value-based care and health care policy
• Proven track record of owning customer relationships from “new to renew”, including onboarding, adoption, expansion, and renewal
• Must be tech‑savvy to be able to understand technical concepts around our product and our customer’s requirements
• Passion and empathy to understand your customers and deliver to their needs
• Demonstrated success that shows your ability to be assertive and a customer focused problem solver
• Strong creative, strategic, analytical, organizational, and relationship skills
• Strong verbal and written communication skills
• Ability to effectively manage customer relationships at various levels to foster trusting partnerships and navigate conflict if needed
• Proficiency in Client Success and Sales software to manage relationships and price, quote, and book orders
• Willingness to work with customers…