Senior Customer Success Manager
About the role
Trella Health is an AI-powered intelligence and workflow platform that helps health systems and post-acute providers make smarter decisions, strengthen operations, and support healthier outcomes for patients. The Senior Customer Success Manager will own the post-sale customer lifecycle, driving onboarding, adoption, retention, and growth across a portfolio of accounts.
Responsibilities
- Own the renewal lifecycle for assigned accounts, interpreting complex product signals, usage trends, and sentiment indicators to guide strategic decisions and mitigate risk early.
- Serve as the primary Success Manager of the customer lifecycle, responsible for driving engagement and initiating structured touchpoints throughout the customer journey by sharing product updates and aligning priorities with customer goals.
- Schedule and lead business reviews, own commercial strategy including leading renewal negotiations, identifying expansion opportunities, and navigating complex pricing discussions where your commercial fluency ensures revenue protection and long-term account growth.
- Deliver best-practice guidance, product education, and enablement to maximize customer value.
- Translate product capabilities into customer outcomes, ROI, and strategic value.
- Develop and execute success plans, achieve key KPIs (e.g., Engagement cadence, GRR, NRR), and mitigate renewal risk.
- Maintain accurate account information, activity tracking, and renewal forecasts.
- Monitor engagement, product usage, and outcomes to inform account strategy.
- Continuously expand product expertise to increase customer impact.
- Build and maintain strong healthcare industry knowledge to serve as a trusted advisor.
Requirements
Success in this role requires commitment to continuous learning, a disciplined approach to account management, renewal forecasting, and customer health strategies. As a member of the Customer Success team, you will also partner cross-functionally to bring the Voice of the Customer to the business and ensure We Never Stop Improving as We Strive for Better Healthcare.
Qualifications
- 2-5 years of experience in a Customer Success or Account Management role, preferably within a B2B SaaS environment.
- Strong strategic, analytical, and relationship skills; commercial acumen; able to manage conflicting priorities effectively.
- Demonstrated success that shows your ability to be professionally assertive and a customer focused problem solver.
- Experience in the healthcare tech industry, familiarity with Post-Acute Provider (Home Health, Hospice, SNF or Infusion DME), experience with healthcare claims data analysis, or exposure to data integrations is preferred.
Benefits
At Trella Health, you will have the opportunity to do meaningful work with people who are focused on outcomes, committed to continuous improvement, and supportive of one another. We believe great work happens when team members feel trusted, connected, and empowered to grow. Our culture is built on transparency, accountability, partnership, and the belief that better healthcare starts with better decisions.
Pay
Competitive compensation and a comprehensive benefits package designed to support team members inside and outside of work, including: Health, dental, vision, and voluntary benefits; Competitive salary, incentive compensation, and equity shares; 401(k) retirement savings; Flexible PTO and 10 paid holidays; Flexible work hours; Paid leave programs; Marketplace for discounted retail and entertainment.
Schedule
This is a hybrid role with 2 days a month in either our Atlanta or Philadelphia office.