Senior Customer Success Manager
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!
Come join the Trella team as a Senior Customer Success Manager, where you will be the main point of contact for our customers, working closely with their champions and growth-minded leaders to ensure they fully understand and gain value from our solutions. This role combines the responsibilities of managing solution adoption and renewals with offering strategic advice that drives growth for our clients. Your expertise will play a crucial role in helping customers leverage our offerings effectively, fostering lasting partnerships along the way.
As a member of the Customer Success team, you will partner across all functions to bring the Voice of the Customer to the business and ensuring We Never Stop Improving as We Strive for Better Healthcare.
Reports to: Vice President, Customer Success
Location: Atlanta, GA; Nashville, TN or Philadelphia, PA regions strongly preferred; other regions considered.
As a Senior CSM at Trella, you will:
- 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.
You might be a fit for this role if you have:
- 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%
Preferred by not required:
- 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.
About Trella Health:
Trella Health provides unmatched, actionable market intelligence to post-acute care and value-based care providers of all sizes. Our industry leading analytics paired with CRM and EHR integration workflows positions us as the most advanced sales enablement platform for the post-acute care market. One of only a few companies to be deemed both a Qualified Entity by CMS and an Innovator under its Virtual Research Data Center Program, Trella has elite access to billions of performance metrics and referral data to enable competitive positioning across the market. Its standardized insights, representing 90% of all lives 65+ U.S. population, help customers identify, engage, and manage critical relationships and advance their organizations with certainty.
Since launching our first product in 2016, we have experienced tremendous growth and have highlighted a few key data points to get an at-a-glance view of Trella:
- Over 1,000 customers including 10 of the top 10 post-acute providers and 4 of the top 10 health systems
- Over 150 team members and growing
- Recognized as one of Modern Healthcare’s “Best Places to Work” in consecutive years and were ranked in the Top 50 startups in the US by LinkedIn
- Headquartered in Atlanta, GA with remote hubs in Nashville, Philadelphia, the Philippines, and Latin America.
The Trellavator Experience:
At Trella Health, you can expect to join a welcoming team that truly embodies our core values. Our collaborative culture is anchored by trust, transparency, and inclusion—and we also have a lot of fun. No matter where you work, at Trella Health you can expect an awesome team, frequent virtual gatherings, engaging events, casual attire, and more.
We offer competitive salaries with a comprehensive benefits package to all employees and provide an environment that fosters work-life harmonization with Flexible Paid Time Off, along with remote-first work arrangements. As we continue to see exponential growth, our goal is to continue to put team members first and strive to offer our team members the best culture and benefits possible. Some of the benefits we provide are:
- Health, Dental, Vision & Voluntary Benefits
- Competitive Salary & Bonus Plans
- 401k Retirement Savings
- Flexible PTO & 10 Paid Holidays
- Flexible Work Hours
- Equity Shares
- Paid Leave Programs
- Marketplace for discounted retail and entertainment
Equal Opportunity Employer
Trella Health is an equal opportunity employer. All persons will receive consideration for employment without regard to race, color, gender, sexual orientation, gender identity or expression, religion, national origin, marital status, age, disability, handicap, veteran status, genetic information, or any other protected status as recognized by federal, state, or local laws.