Future Opportunities - Customer Success Managers

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! Join Our Talent Community As Trella Health continues to grow, we are always interested in considering those who may be a good fit for our team even if we don't have an immediate opening on our career site. If you do not see a position available on the Customer Success team that matches your experience or qualifications, we encourage you to submit your resume or profile, along with any additional information regarding what type of career you may be interested in exploring with Trella Health . Follow us on LinkedIn and visit our career page frequently to see an active list of positions we are hiring for. 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 - 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 c