Customer Success Manager

Summary

Join Trella Health as a Customer Success Manager and play a critical role in supporting our customers using our market intelligence and CRM solutions within the Provider Markets (Home Health & Hospice). You will build strategic relationships with customers, drive understanding of our solutions, and ensure optimal usability. This role requires a minimum of 3 years of experience in Customer Success or Account Management, preferably within a B2B SaaS environment, and experience within the healthcare tech industry. The ideal candidate is passionate about customer experience and possesses strong analytical, communication, and relationship-building skills. Trella Health offers a remote-first work environment with a comprehensive benefits package, including unlimited PTO, flexible work hours, and competitive salary and bonus plans.

Requirements

• Minimum of 3 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment
• 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 on-site and travel up to 10%

Responsibilities

• 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
• 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

Preferred Qualifications

• Experience within the healthcare tech industry is highly preferred: Familiarity with Post-Acute Provider (Home Health, Hospice, SNF)
• Experience with healthcare claims data analysis
• Exposure to data integrations, claims and EHR
• Passion for value-based care and health care policy

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary & Bonus Plans
• 401k Retirement Savings
• Unlimited PTO & 10 Paid Holidays
• Flexible Work Hours
• Equity Shares
• Paid Leave Programs
• Marketplace for discounted retail and entertainment