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Customer Success Manager

Posted about 2 months agoViewed

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💎 Seniority level: Manager, 3+ years

📍 Location: United States

🔍 Industry: Healthcare tech

🏢 Company: Trella Health👥 101-250💰 Private over 3 years agoDatabaseHospitalHealth Care

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: SalesforceRESTful APIsAccount ManagementCRMCustomer SuccessSaaS

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.
Responsibilities:
  • 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.
  • Partner with implementation teams to confirm business goals and success plans during onboarding.
  • Manage renewal processes and identify upsell/cross-sell opportunities.
  • Collect and synthesize customer feedback to inform product and service improvements.
  • 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.
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