Trella Health

Senior Customer Success Manager

Trella Health

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • Tennessee • United States

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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%.
Benefits
  • 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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer successaccount managementdata analysisKPI managementcustomer engagementadoption strategyvalue realizationtechnical conceptssuccess plansrenewal forecasting
Soft Skills
strategic skillsanalytical skillsrelationship managementproblem solvingassertivenesscommunicationprioritizationcustomer focusadaptabilitycollaboration