Director, Customer Success at Trella Health

Atlanta, Georgia, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

HealthcareIndustries

Requirements

Demonstrated progressive work experience in customer success, business (inferred from incomplete description)

Responsibilities

Develop and execute the vision, strategy, and operational plan for a scalable Customer Success model aligned with Trella’s goals, markets, and products
Design customer success playbooks for onboarding, adoption, engagement, and expansion across Enterprise, Mid-Market, and SMB segments
Own customer health across the portfolio, developing relationships across a broad set of stakeholders including relationships at multiple levels of the organization, including Executive Sponsors and Champions, at key accounts—proactively reducing churn, deepening engagement, increasing satisfaction and identifying opportunities for growth
Recruit, develop, and lead a high-performing team of Customer Success Managers and Support professionals
Establish clear performance expectations, KPIs, and career paths to drive accountability and engagement
Develop a deep understanding of Trella’s products, services and differentiators to support customer conversations and team development
Establish and optimize customer success processes, workflows, and tools to drive efficiency and scalability
Collaborate deeply with Product, Sales, Marketing, and Revenue Operations to ensure a seamless, end-to-end customer journey
Provide senior leadership with regular updates on customer success performance, risks, and growth opportunities
Leverage AI-driven insights and tools to enhance customer engagement, proactively identify risks and opportunities, and scale personalized success strategies across the customer lifecycle
Stay current with industry best practices and bring innovative approaches to Trella’s Customer Success organization
Serve as the voice of the customer internally, championing insights to inform product, sales, and go-to-market strategy

Skills

Customer Success Management

Team Leadership

Customer Engagement

Customer Retention

Customer Adoption

Scalable Programs

Voice of Customer

Account Management

Healthcare SaaS

Trella Health

Healthcare data analytics solutions provider

About Trella Health

Trella Health provides healthcare data analytics solutions to various clients in the healthcare sector, including home health and hospice providers, skilled nursing organizations, Accountable Care Organizations (ACOs), Direct Contracting Entities (DCEs), and health systems. The company collects and analyzes data to help healthcare providers make informed decisions, enhance patient outcomes, and grow their businesses. Trella Health's analytics solutions offer complete visibility into growth and performance, allowing clients to identify areas for improvement. The products integrate with existing systems like Customer Relationship Management (CRM) and Electronic Medical Records (EMR), facilitating easier access to necessary data. Unlike many competitors, Trella Health focuses on continuous improvement of its solutions based on user feedback. The goal of Trella Health is to empower healthcare organizations to optimize their operations, improve patient care, and drive sustainable growth.

Atlanta, GeorgiaHeadquarters

2015Year Founded

$5.1MTotal Funding

EARLY_VCCompany Stage

Data & Analytics, HealthcareIndustries

51-200Employees

Benefits

Health Insurance

401(k) Retirement Plan

Unlimited Paid Time Off

Paid Vacation

Flexible Work Hours

Company Equity

Risks

Increasing Medicare Advantage enrollment may reduce Fee-For-Service data availability.

Decrease in skilled home health agencies limits data for Trella's analytics solutions.

New data set integrations may require significant resources and alignment with customer needs.

Differentiation

Trella Health is an 'Innovator' in CMS's Virtual Research Data Center Program.

Access to 100% of Medicare Part A and B claims data sets Trella apart.

Trella integrates CRM and EMR systems, enhancing data accessibility for healthcare providers.

Upsides

Growing demand for data-driven healthcare solutions boosts Trella's market potential.

Expansion of telehealth services increases need for Trella's comprehensive data analytics.

Rising importance of value-based care models supports Trella's advanced analytics adoption.

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