Future Opportunities - Customer Success Managers

Trella Health; United States; Remote; USD 70,000 - 90,000; Full time

Benefits offered by this job

Health, Dental, Vision & Voluntary Benefits

Competitive Salary & Bonus Plans

401k Retirement Savings

Flexible PTO & 10 Paid Holidays

Flexible Work Hours

Equity Shares

Paid Leave Programs

Marketplace for discounted retail and entertainment

Job summary

Trella Health is seeking a Customer Success Manager to oversee customer journeys and ensure account retention and growth. This remote position involves building strategic relationships with clients, facilitating implementations, and providing dedicated support throughout their customer journey. Candidates should have a background in healthcare tech, excellent communication skills, and a passion for customer success. The role includes competitive benefits like health, dental, vision, and equity shares.

Qualifications

• Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment.
• Must be tech-savvy to understand technical concepts around our product.
• Demonstrated success in managing customer relationships through the entire lifecycle.

Responsibilities

• Own a book of business to drive retention and growth.
• Develop understanding of customers' challenges and align Trella's capabilities.
• Facilitate implementation kickoffs confirming business goals and outlining success plans.

Skills

Customer relationship management

Healthcare tech experience

Technical understanding

Analytical skills

Communication skills

Tools

Client Success software

Sales software

Job description

Future Opportunities - Customer Success Managers

Remote - United States

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. After all, 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!

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 environment
• Experience within the healthcare tech industry is highly preferred:
  • Familiarity with Post‑Acute Care or HME/Infusion providers
  • 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%

Benefits

• Health, Dental, Vision & Voluntary Benefits
• Competitive Salary & Bonus Plans
• 401k Retirement Savings
• Flexible 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.