Customer Success Manager

Repisodic is the leading provider of discharge automation software for U.S. health systems. Our EHR-integrated platform streamlines discharges from hospitals and health systems, driving better patient outcomes and higher operational efficiency. By replacing legacy referral systems with modern, scalable software, we empower care teams to focus on patients — not paperwork. We are a fast-growing, mission-driven company working at the intersection of healthcare, technology, and patient advocacy.

Repisodic recently merged with Trella Health with the combined goals to transform care transitions and advance patient-centered outcomes. Read more about this partnership here.

Position Overview:

We are looking for a Customer Success Manager to play a critical role in ensuring our health system customers have an amazing experience using and navigating our digital health products and services. In this role, you will deliver a best-in-class client experience while collaborating with cross functional teams to enhance engagement, understanding, and satisfaction—ultimately helping drive organizational performance and growth.

Location: This is a hybrid position requiring 1 day a week in our Philadelphia office.

Reports to: Head of Operations & Customer Success

As a Customer Success Manager at Repisodic, you will:

• Lead the end-to-end implementation lifecycle by collaboratively developing comprehensive project plans and timelines, ensuring all contracted services and agreed-upon development items are delivered on-time and within scope.
• Manage the ongoing configuration and maintenance of the Repisodic platform (including user roles, insurance and system settings) to ensure optimal functionality and alignment with each health system's unique specification.
• Manage the full lifecycle of insurance mapping. Drive the process from initial implementation through continuous operation, ensuring all health system insurance plans are accurately reviewed and mapped to the Repisodic standard. Maintain system integrity by building and updating all new insurance plans in Repisodic.
• Act as a strategic advisor by participating in regular business reviews (QBRs/EBRs) with health system stakeholders to present performance data, share best practices, and deliver recommendations that maximize utilization and drive customer value.
• Serve as a primary voice of the customer by facilitating seamless communication and collaboration with internal teams (Onboarding, Product, Sales) to advocate for health system needs, prioritize product enhancement requests and coordinate cross-functional support.
• Design, prepare and deliver comprehensive training programs (new user, ongoing and refresher) for health system staff, including the creation of high-quality presentation materials, training scripts and management of training environments.
• Manage and resolve complex customer inquiries and complaints by utilizing standard support tools, documentation, and formal escalation processes, ensuring timely and professional resolution to maintain high levels of customer satisfaction.
• Provide accurate, valid, and comprehensive information to internal team as well as customers by using the appropriate methods/tools.
• Follow communication procedures, guidelines, and policies including keeping records of customer interactions, process customer accounts, and filing documents in shared area.
• Go the extra mile to engage and build relationships with customers and build sustainable relationships of trust through open and interactive communication.
• Help build a best-in-class business and contribute to a great team.
  
  

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

• 5+ years experience in account or customer success management.
• Exceptional communication and presentation skills with professional active listening capabilities.
• Experience with customer relationship management (CRM) systems and practices like Salesforce.
• Detail oriented with experience in data management and analytics & presentation development.
• Ability to multi-task, prioritize, and manage time effectively.
• A strong work ethic and be curious, consultative, intelligent, well-organized, articulate, and excited about working in a fast-paced start-up environment.
• BA/BS degree or equivalent work experience.
  
  

About Repisodic, a Trella Health Solution

Founded in 2017, Repisodic helps health systems streamline hospital discharges with an EHR-integrated automation platform that improves care transitions and reduces administrative burden. By simplifying the discharge process, Repisodic enables hospitals to shorten inpatient stays, match patients with the right post-acute providers, and improve outcomes.

Now part of Trella Health, Repisodic combines its automation technology with Trella's market-leading data and analytics — giving hospitals and post-acute providers real-time visibility into referrals, patient needs, and provider capacity. Together, we're helping care teams advance better patient outcomes.

The Trellavator Experience

As part of Trella Health, Repisodic employees enjoy the full Trellavator experience — a culture rooted in trust, transparency, and inclusion. We believe in collaboration and innovation, and we also know how to have fun. The Repisodic team was founded in Philadelphia and have an office in University City where the team collaborates in-office approximately once a week, typically Wednesdays.

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
• 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, including Repisodic, 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.