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Trella Health is an AI-powered intelligence and workflow platform helping health systems and post-acute providers transform fragmented healthcare data into decisive action. The platform combines market intelligence, referral workflows, patient discharge automation, and care coordination tools to enable healthcare organizations to make smarter decisions, strengthen operations, and deliver high-quality, cost-efficient care.
As a Senior Customer Success Manager, you will own the post-sale customer lifecycle for an assigned portfolio of accounts, driving onboarding, adoption, retention, and expansion. You will serve as the primary strategic contact for customers, delivering guidance, leading business reviews, and building success plans that accelerate adoption and maximize value realization.
Key responsibilities include:
- Managing the full renewal lifecycle by interpreting product signals, usage trends, and sentiment indicators to guide strategy and mitigate risk early
- Serving as the primary success manager throughout the customer journey, driving engagement through structured touchpoints and sharing product updates aligned with customer goals
- Scheduling and leading business reviews, owning commercial strategy including renewal negotiations, identifying expansion opportunities, and navigating pricing discussions
- Delivering best-practice guidance, product education, and enablement to maximize customer value
- Translating product capabilities into customer outcomes, ROI, and strategic value
- Applying healthcare industry expertise to adoption, solution positioning, and value realization
- Developing and executing success plans, achieving key KPIs (engagement cadence, GRR, NRR), and mitigating renewal risk
- Maintaining accurate account information, activity tracking, and renewal forecasts
- Monitoring engagement and product usage to inform account strategy
- Building and maintaining strong healthcare industry knowledge to serve as a trusted advisor
You will report to the VP of Customer Success and work in a hybrid model with 2 days per month in either the Atlanta or Philadelphia office. The role requires up to 20% travel for customer-facing work.
