Senior Customer Success Manager

Job description

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. #### Position Summary As a **Senior Customer Success Manager**, you will own the post-sale customer lifecycle, driving onboarding, adoption, retention, and growth across a portfolio of accounts. You will serve as the primary customer contact, delivering strategic guidance, leading business reviews, and building success plans that accelerate adoption and maximize customer value. By leveraging customer data, feedback, and industry expertise, you will proactively identify opportunities, mitigate risk, and drive measurable business outcomes. Success in this role requires commitment to continuous learning, a disciplined approach to account management, renewal forecasting, and customer health strategies. As a member of the Customer Success team, you will also partner cross-functionally to bring the Voice of the Customer to the business and ensuring We Never Stop Improving as We Strive for Better Healthcare. **Location:** This is a hybrid role with 2 days a month in either our Atlanta or Philadelphia office. **Reports to:** VP, Customer Success #### What You’ll Do - Own the renewal lifecycle for assigned accounts, interpreting complex product signals, usage trends and sentiment indicators to guide strategic decisions and mitigate risk early. - Serve as the primary Success Manager of the customer lifecycle, responsible for driving engagement and initiating structured touchpoints throughout the customer journey by sharing product updates and aligning priorities with customer goals. - Schedule and lead business reviews, own commercial strategy including leading renewal negotiations, identifying expansion opportunities and navigating complex pricing discussions where your commercial fluency ensures revenue protection and long-term account growth. - Deliver best-practice guidance, product education, and enablement to maximize customer value. - Translate product capabilities into customer outcomes, ROI, and strategic value. - Apply healthcare industry expertise to adoption, solution positioning, and value realization. - Develop and execute success plans, achieve key KPIs (e.g., Engagement cadence, GRR, NRR), and mitigate renewal risk. - Maintain accurate account information, activity tracking, and renewal forecasts. - Monitor engagement, product usage, and outcomes to inform account strategy. - Continuously expand product expertise to increase customer impact. - Build and maintain strong healthcare industry knowledge to serve as a trusted advisor. #### This job might be a fit for you if you have - 2-5 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment - Strong strategic, analytical, and relationship skills; commercial acumen; able to manage conflicting priorities effectively - Ability to manage customer relationships at every level, using data driven discussions to build trusted partnerships. - Demonstrated success that shows your ability to be professionally assertive and a customer focused problem solver. - Experience in the healthcare tech industry, familiarity with Post-Acute Provider (Home Health, Hospice, SNF or Infusion DME), experience with healthcare claims data analysis, or exposure to data integrations is preferred. - Come prepared and ready for customer-facing work and open to travel up to 20% #### **About Trella Health** Trella Health is the AI-powered intelligence and workflow platform helping health systems and post-acute providers turn fragmented healthcare data into decisive action. We bring together market intelligence, referral workflows, patient discharge automation, and care coordination tools so healthcare organizations can make smarter decisions, strengthen business and clinical operations, and deliver high-quality, cost-efficient care. Powered by billions of data points across claims, referrals, patient discharge, and clinical data, Trella Health gives customers the intelligence and workflows they need to understand their markets, build stronger referral relationships, coordinate patient care transitions, and grow with confidence. Since launching our first product in 2016, Trella Health has continued to grow our team, our platform, and our impact across healthcare. Today, we support more than 17,000 customers, including leading post-acute providers and health systems, and more than 63,000 users across the care continuum. Trella Health is headquartered in Atlanta, with a growing presence in Philadelphia and team members located across the country. #### **Join Us** At Trella Health, you will have the opportunity to do meaningful work with people who are focused on outcomes, committed to continuous improvement, and supportive of one another. We believe great work happens when team members feel trusted, connected, and empowered to grow. Our culture is built on transparency, accountability, partnership, and the belief that better healthcare starts with better decisions. Trellavators work hard, move fast, celebrate wins, and have fun along the way. We offer competitive compensation and a comprehensive benefits package designed to support team members inside and outside of work, including: - Health, dental, vision, and voluntary benefits - Competitive salary, incentive compensation, and equity shares - 401(k) retirement savings - Flexible PTO and 10 paid holidays - Flexible work hours - Paid leave programs - Marketplace for discounted retail and entertainment At Trella Health, you can grow your career while helping build technology that strengthens healthcare operations, improves care coordination, and supports healthier outcomes for patients. #### **Equal Opportunity Employer** Trella Health is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, handicap, veteran status, genetic information, or any other protected status as recognized by federal, state, or local laws.