Customer Success Manager

Summary

Join Trella Health's Supplier Division as a Customer Success Manager! This remote role, ideally based in GA, TN, SC, NC, FL, TX, or PA, focuses on driving customer retention, adoption, and expansion within the HME, Infusion, and Specialty Pharmacy sectors. You will build strong customer relationships, ensuring optimal product usage and addressing challenges. Success in healthcare and SaaS is preferred. Responsibilities include managing customer portfolios, maximizing product adoption, mitigating risks, and collaborating with internal teams. The ideal candidate possesses strong problem-solving, communication, and relationship-building skills, along with experience in healthcare tech and CRM tools.

Requirements

• 3+ years in Customer Success or Account Management (B2B SaaS preferred)
• Experience in the Healthcare tech industry: HME, Infusion, Post-Acute Care, claims data, EHR integrations
• Tech-savvy with ability to articulate technical concepts to non-technical audiences
• Proven track record in managing customer lifecycles (onboarding to renewal)
• Strong problem-solving, communication, and relationship-building skills
• Proficiency in CRM tools (e.g., Salesforce) and CPQ software
• Proactively curious; always looking to learn
• Passion for healthcare innovation and value-based care
• Assertive, empathetic, and committed to delivering customer-centric solutions

Responsibilities

• Own a portfolio of accounts to drive retention, expansion, and net revenue retention goals
• Build strategic relationships with stakeholders to maximize product adoption and value realization
• Mitigate risks impacting customer success and collaborate on solutions
• Identify customers that are underutilizing Trella’s product and create a collaborative plan to assist the customer in improving user adoption
• Develop deep knowledge of Trella’s solutions to map capabilities to customer needs
• Partner with implementation teams to confirm business goals and success plans during onboarding
• Manage renewal processes and identify upsell/cross-sell opportunities
• Collect and synthesize customer feedback to inform product and service improvements
• Foster customer advocacy by delivering tailored experiences and resolving challenges
• Serve as the “voice of the customer” and collaborate with product leaders to prioritize product enhancements
• Travel up to 10% for on-site customer engagements

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