Director, Customer Success

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!

Position Overview:

Trella Health is seeking a Director, Customer Success to drive customer adoption, engagement, satisfaction, retention, and growth across Trella's customer base. This is a high-impact role that will refine our ideal customer journey, deploy scalable engagement programs across segments, and serve as the voice of the customer across the business.

The Director, Customer Success will be responsible for leading a team of Customer Success Managers (CSMs). This team is responsible for partnering with customers to ensure they're receiving the tools and support needed to achieve their goals. Our customers include Enterprise, Mid-Market and Small Business customers.

Location: This is a hybrid role with 1 day a week in our Atlanta HQ office.

Reports to: Executive Vice President, Growth

As a Director, Customer Success at Trella, you will oversee:

Customer Success Strategy & Outcomes

• 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 relationship 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.
  

Team Leadership & Development

• 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.
  

Operational Excellence & Cross-Functional Alignment

• 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.
  

This job might be a fit for you if you have:

• Demonstrated progressive work experience in customer success, business development, or sales.
• Healthcare experience, specifically in the post-acute, health systems, and/or health tech space.
• Hands-on experience in designing and implementing customer success programs and tactics that drive Net Promotor Score and Net Retention.
• Proficiency in leveraging AI and analytics platforms to drive customer insights, streamline workflows, and inform data-backed decision making.
• Exceptional communication and interpersonal skills, with the ability to effectively navigate and mediate conflict and foster honest dialog.
• Proven capacity to develop relationships and optimize enterprise customer accounts; you understand what it means to evangelize the solution.
• Strong analytical skills and proven results using data analysis to support decisions.
• Effective management experience and passion for building high performing teams.
• Preference to work with customers on-site and willingness to travel up to 30%.
• Inquisitive nature—desire to dig in, make a difference, and always keep learning.
• Experience with Planhat, Salesforce, and Pendo a plus.
• Proactive, can-do attitude with a bias towards action.
• BA/BS degree or equivalent work experience.
  

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 900 customers including 10 of the top 10 post-acute providers and 4 of the top 10 health systems
• Over 120 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.