Future Opportunities - Customer Success Managers

Trella Health is committed to empowering meaningful change in healthcare and is looking for Customer Success Managers to support new and existing customers throughout their journey. The role involves building strategic relationships, driving customer retention, and ensuring optimal usability of Trella Health's solutions.

Responsibilities:

• 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

Requirements:

• Prior experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment
• 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%
• 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