• Own a book of business to drive retention and growth rates • Develop a comprehensive understanding of typical business challenges faced by customers and map Trella Health capabilities to address their needs • Engage customers in an appropriate experience that allows them to effectively execute their success plan • Manage customer renewal and expansion orders for attainment of net retention goals • Facilitate implementation kickoffs with our implementation consultants that confirm business goals and outline an initial success plan • Identify risks to customers achieving their stated business goals and collaborate with their account team on how to best mitigate risks • Foster relationships with stakeholders that lead to advocacy for Trella Health across the care continuum • Collect and summarize customer feedback with a focus on understanding the customer’s business problem

• Drive patient satisfaction and trust by providing clear guidance and proactive communication throughout the patient journey. • Contribute to operational efficiency by coordinating cross-functional efforts with clinical and operations teams. • Improve patient outcomes by tracking progress, following up on orders or prescriptions, and ensuring timely resolution of issues. • Identify recurring patient challenges and provide actionable feedback to leadership to enhance processes and communication. • Support the company’s goal of delivering a consistent, high-quality patient experience that fosters long-term engagement. • Support patients throughout their journey, ensuring a clear, positive, and consistent experience • Respond to patient questions via chat, email, and internal systems with empathy and clarity • Take ownership of patient concerns from first interaction through resolution • Build trust by communicating next steps, timelines, and expectations effectively • Maintain accurate documentation of all patient interactions • Coordinate with clinical, pharmacy, and operations teams to guide patients through required next steps • Proactively follow up on open concerns to ensure patients feel supported and informed • Escalate patient concerns when needed while remaining accountable for resolution • Track patient progress across orders, prescriptions, and services • Communicate delays, updates, or required actions proactively • Ensure patients have the information needed to move forward confidently • Handle limited phone interactions to resolve concerns or clarify next steps • Document conversations, actions taken, and outcomes clearly • Handle sensitive information responsibly and in compliance with healthcare standards • Identify recurring patient concerns and share feedback with leadership • Contribute to improvements in patient communication and experience

• Säkerställa att medlemmar är nöjda och glada • Hjälpa kunder att starta och avsluta medlemskap • Svara på frågor

Who we are: EHE Health is the leading national preventive healthcare provider network partnering with mid- and large-sized employers to help their employees and dependents stay healthy by screening and diagnosing health risks through comprehensive exams, allowing for early intervention. Named by Fortune Magazine and Great Place to Work® as one of the Best Workplaces in healthcare, EHE Health is headquartered in New York City and has over 200 health clinics and practices across the U.S., staffed by a network of curated primary care physicians and clinicians. EHE Health was recently acquired by Consello Capital, the private equity arm of Consello. This transformative partnership leverages Consello’s proven expertise in scaling high-growth ventures and its extensive network of industry leaders. Together, EHE Health and Consello will unlock unprecedented opportunities to accelerate EHE Health’s mission of revolutionizing preventive care. What we’re looking for: We’re seeking a driven Director, Client Success to lead and grow a portfolio of key client relationships, ensuring strong execution, measurable outcomes, and long‑term retention. This role partners closely with other Client Success leaders to deliver EHE’s preventive health value while helping clients improve employee health, productivity, and healthcare cost management. The Director, Client Success, will own day‑to‑day client strategy and execution for a defined book of business, supporting renewals and growth initiatives while coordinating internal teams to deliver exceptional client outcomes. In this role, you will: - Establish and maintain strong, trusted relationships with client stakeholders across multiple accounts - Own the successful onboarding, implementation, and ongoing delivery of EHE programs for assigned clients - Lead, mentor, and develop Client Success Managers to achieve retention, satisfaction, and growth targets - Drive client satisfaction, retention, and renewal readiness across the portfolio - Support account expansion and growth opportunities in partnership with Sales and Client Success leadership - Collaborate closely with Operations, Marketing, Clinical, Product, and other internal teams to adapt and optimize programs to meet client needs - Analyze client performance data and deliver clear, actionable reporting and insights - Proactively identify risks and opportunities, ensuring timely issue resolution and a high-quality client experience - Maintain a strong working knowledge of preventive health trends, client success best practices, and market dynamics What the role requires: - Bachelor’s degree in Business, Communications, Marketing, Management, or a related field preferred - 5+ years of experience in client success, account management, consulting, or professional services - Demonstrated experience managing complex client relationships and a portfolio of accounts - Proven people‑leadership experience, including coaching and developing client‑facing team members - Strong consultative mindset with the ability to translate client needs into actionable solutions - Experience partnering cross‑functionally in a matrixed organization - Strong analytical skills with the ability to synthesize data into clear client‑ready insights - Advanced proficiency in Excel and PowerPoint, including data‑driven presentations - Passion for health and wellbeing, with a genuine commitment to improving client outcomes - Ability to travel up to 20–30% What we offer: - Competitive salary with high variable performance targets - Medical, dental, vision, life and disability insurance - Employer-matched 401(k) plan - Professional development reimbursement - Employee access to our preventive exam and services - Gym reimbursement/Fitness bonus The salary range for this role is $100,000 - $130,000 and is determined by a number of factors including the candidate’s experience, qualifications and skills. EHE is committed to Equal Employment Opportunity and to attracting and retaining the most qualified employees.