Future Opportunities - Customer Success Managers

Socket.dev; Atlanta (GA); On-site; USD 80,000 - 110,000; Full time

Benefits offered by this job

Health, dental, vision

Equity shares

401(k) retirement savings

Flexible PTO and 10 paid holidays

Flexible work hours

Paid leave programs

Discount marketplace

Job summary

Trella Health is seeking a Customer Success Manager to own a book of business, build strategic relationships, and drive retention across the customer journey. You will collaborate with customers to promote optimal use of our solutions and ensure value realization.

Ideal candidates bring B2B SaaS CS/AM experience in healthcare tech, strong communication skills, and a passion for customer outcomes. On-site collaboration and travel up to 10% are expected.

Qualifications

• Experience in a Customer Success or Account Management role in a B2B SaaS environment.
• Healthcare tech industry experience preferred, with familiarity with Post-Acute Care or claims data.
• Proven ability to own customer relationships from onboarding to renewal.
• Tech‑savvy with ability to understand product and customer requirements.
• Excellent verbal and written communication; strong organizational and problem‑solving skills.

Responsibilities

• Own a book of business to drive retention and growth.
• Develop a comprehensive understanding of customer challenges and map Trella Health capabilities to address their needs.
• Engage customers in an experience that allows them to execute their success plan.
• Manage renewals and expansions for attainment of net retention goals.
• Facilitate implementation kickoffs with our consultants that confirm goals and outline a success plan.
• Identify risks to customers achieving their stated goals and collaborate with the account team to mitigate them.
• Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum.
• Collect and summarize customer feedback to understand the customer’s business problem.

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.

About the Opportunity

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 within the healthcare tech industry is highly preferred:
  • Familiarity with Post-Acute Care or HME/Infusion providers
  • Experiencewithhealthcareclaims dataanalysis
  • 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 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.