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Customer Success Manager (2025 Start Date)

Remote

At Trella Health, we are passionate and committed to our mission – empowering meaningful change in healthcare. Since our founding in 2015, we continue to grow our team, enhance our solution and services offerings, accelerate into new markets, and expand our customer base. We are rapidly growing and are looking for new Trellavators to join our team!

“What is a Trellavator?” you ask. Innovate and elevate is the name of our game! We go above and beyond to collaborate with and support each other – we believe that when a colleague or customers succeeds, we succeed. By learning from others, building on our successes, and taking risks, we constantly raise the bar – continuous improvement is in our DNA. Our word is paramount, we keep our commitments, and we always follow through. We have a strong, reliable support system that fuels growth, collaboration, and passion – and together, we create a positive environment where everyone at Trella Health, including the customers we support, can thrive. Are you ready to learn more about the opportunities with our team? Trell-yeah you are!

We are looking for a Customer Success Manager to support our customers using our market intelligence and CRM solutions within the Provider Markets (Home Health & Hospice). 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. 

Start date: Early 2025

Reports to: Director, Customer Success

Location: Remote - US (Preference to applicants located in GA, TN, SC, NC, FL, TX & PA)

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
  • 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 

This job might be a fit for you if you have:

  • Minimum of 3 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment 
  • 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
  • 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%

About Trella Health:

Trella Health provides unmatched, actionable market intelligence to post-acute care and value-based care providers of all sizes. Our industry leading analytics paired with CRM and EHR integration workflows positions us as the most advanced sales enablement platform for the post-acute care market. One of only a few companies to be deemed both a Qualified Entity by CMS and an Innovator under its Virtual Research Data Center Program, Trella has elite access to billions of performance metrics and referral data to enable competitive positioning across the market. Its standardized insights, representing 90% of all lives 65+ U.S. population, help customers identify, engage, and manage critical relationships and advance their organizations with certainty. 

Since launching our first product in 2016, we have experienced tremendous growth and have highlighted a few key data points to get an at-a-glance view of Trella:

  • Over 700 customers including 10 of the top 10 post-acute providers and 4 of the top 10 health systems
  • Over 120 team members and growing
  • Recognized as one of Modern Healthcare’s “Best Places to Work” in consecutive years and were ranked in the Top 50 startups in the US by LinkedIn
  • Headquartered in Atlanta, GA with remote hubs in Nashville, Philadelphia, Raleigh, and the Philippines

The Trellavator Experience:

At Trella Health, you can expect to join a welcoming team that truly embodies our core values. Our collaborative culture is anchored by trust, transparency, and inclusion — and we also have a lot of fun. No matter where you work, at Trella Health you can expect an awesome team, frequent virtual gatherings, engaging events, casual attire, and more.

We offer competitive salaries with a comprehensive benefits package to all employees and provide an environment that fosters work-life harmonization with Unlimited PTO, along with flexible and remote-first work arrangements. As we continue to see exponential growth, our goal is to continue to put team members first and strive to offer our team members the best culture and benefits possible. Some of the benefits we provide are:

  • 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

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.

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