Customer Success Manager - Remote

Overview

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!

In Short

• 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 collaborative plan to assist the customer in improving user adoption.
• Develop deep knowledge of Trella’s solutions to map capabilities to customer needs.
• Manage renewal processes and identify upsell/cross-sell opportunities.
• 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.

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.

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