Senior Customer Success Manager

Trella Health is dedicated to empowering meaningful change in healthcare, and they are seeking a Senior Customer Success Manager to be the main point of contact for customers. This role involves managing solution adoption and renewals while providing strategic advice to drive growth for clients, fostering lasting partnerships along the way.

Responsibilities:

• Own the post-sale lifecycle for a portfolio of accounts—onboarding, adoption, renewal, and expansion
• Serve as the primary customer contact, driving engagement cadence and customer health reporting
• Deliver ongoing best-practice enablement to accelerate adoption and value realization
• Lead business reviews, sharing product updates and aligning on priorities and outcomes
• Maintain accurate account data, activity tracking, and renewal forecasts
• Build and execute success plans to achieve KPIs (e.g., references and NPS targets)
• Invest in continuous learning to strengthen product expertise and customer impact
• Develop and maintain strong healthcare domain knowledge to advise with credibility
• Monitor engagement, usage, and outcomes to shape account strategy and prioritize actions
• Translate product capabilities into customer-specific value, outcomes, and ROI
• Apply industry context to solution positioning, adoption strategy, and value realization
• Use data and customer feedback to guide conversations, mitigate risk, and refine success plans

Requirements:

• 2-5 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment
• Must be tech-savvy to be able to understand technical concepts around our product
• Strong strategic, analytical, and relationship skills; able to manage conflicting priorities effectively
• Ability to effectively manage customer relationships at various levels and use data driven discussions to build trusted partnerships, navigating conflicting perspectives appropriately
• Demonstrated success that shows your ability to be professionally assertive and a customer focused problem solver
• Come prepared and ready for customer facing work and open to travel up to 20%
• Experience within the healthcare tech industry
• Familiarity with Post-Acute Provider (Home Health, Hospice, SNF)
• Experience with healthcare claims data analysis
• Exposure to data integrations