Lead, Customer Success - Strategy & Operations

Job description

About Stellar Health:

Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.

At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.

Stellar is a US-based Health-tech backed by Top VCs ( General Atlantic, Point72, & Primary Venture Partners) ​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients.

About the position:

At Stellar, we serve as strategic partners to our Customers, which include health plans, major health systems, and other risk-bearing entities such as ACOs, and bring our Customers and the providers who use our platform through the journey of succeeding in value based care. The Customer Success team owns the client relationship post-sale. We act as trusted advisors, defining program success (e.g., key metrics and OKRs), developing and executing strategies to maximize client value and ROI using Stellar’s platform, and building long-term partnerships by demonstrating continued impact and driving towards renewals and expansions.

Customer Success Leads serve as “General Managers” of their accounts, with high levels of autonomy and ownership of account operations, and are responsible for end-to-end deployment of the Stellar technology and services platform. This role is customer-facing, analytical, and deeply cross-functional – our team partners broadly across the full Stellar organization, working closely with our Engineering, Sales, Provider Operations, and Product teams to ensure we are effectively deploying Stellar’s technology and services.

What you’ll do:

The Customer Success Lead is responsible for serving as the “General Manager” of their owned accounts, including:

• Define and drive the overarching Customer Success strategy for a portfolio of key accounts. This includes conducting deep-dive analysis to identify opportunities for maximizing customer value and retention, and proactively monitoring key performance indicators and trends to ensure strategic alignment and identify areas for intervention.
• Proactively assess and elevate customer health. Diagnose complex barriers to success, develop and implement data-driven mitigation strategies across the account portfolio, and identify and capitalize on strategic opportunities for significant account expansion and deeper partnership.
• Lead and orchestrate cross-functional initiatives and strategic workstreams that directly impact customer outcomes and drive significant value realization. This involves navigating internal stakeholders and external client complexities to ensure successful execution.
• Partner strategically with the Growth team to shape and execute comprehensive renewal strategies and proactively identify, develop, and close significant upsell opportunities based on demonstrated and quantifiable client ROI and future potential.
• Cultivate and expand deep, strategic trusted-advisor relationships with a broad range of client stakeholders, including C-suite executives. Effectively articulate Stellar’s strategic value proposition, impact, and future roadmap to influence client strategy and secure long-term partnerships.
• Serve as a subject matter expert in data analysis and its application to customer success. Leverage advanced data analysis techniques to uncover insights into customer performance, identify root causes of issues, forecast potential risks and opportunities, and inform strategic decisions that drive significant improvements in customer ROI and overall account health.

As Senior Customer Success Associate you should have:

• You have at least 4 years of relevant experience in fields such as management consulting, customer success, account management, or similar client-facing, analytical, or strategic roles at health tech or value based care companies.
• Prior experience in healthcare is required.
• You have strong analytical skills and attention to detail, and love working with data
• You are skilled at customer management and can build relationships as a trusted & respected thought-partner
• You are experienced in prioritization and project management
• You are able to challenge the customer’s thinking through insights and analysis and use data to demonstrate ROI
• You are an exceptional communicator, and are able to crisply articulate problems and solutions even when operating under uncertainty
• You have the ability to balance multiple priorities, communicate roadblocks, and work effectively within a small and nimble team
• You have a strong interest in healthcare, particularly value-based care, and/or willingness to learn more

Who will love this job:

• Individuals who love the entire journey of problem solving; embracing unstructured problems, developing a path forward, and executing against the plan, and measuring outcomes.
• Individuals who are curious by nature, and who have a deep desire to learn more about value-based care and about how a healthcare technology startup drives towards success (the Customer Success function has a birds eye view of the entire company’s strategy and processes).
• Individuals who enjoy a high degree of autonomy and are unafraid to voice opinions in pursuit of finding a better way of doing things.
• Individuals who at their core want to be operators – but who also want strategic thinking and medium/long term planning to be a core part of their role.
• Individuals who thrive in a fast paced client-focused environment and enjoy bringing structure to ambiguity and continuously evaluating priorities (no two weeks are truly the same!).
• Strong communicators who can build and maintain relationships with customers and internal teams.
• Detail-oriented individuals with the ability to think through complex healthcare problems.
• Team players who love collaborating with both internal stakeholders and clients

Pay:

The salary range for this role is $115,000 - $140,000 and will be eligible for an annual performance based bonus and equity grant. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar’s bands are designed to allow for individual compensation growth within the role.  As such, new hires typically start at the lower end of the range.  Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

• Medical, Dental and Vision Benefits
• Unlimited PTO
• Universal Paid Family Leave
• Company sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company sponsored social events that for our in-office and remote employees

Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

• Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.
• Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.
• We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact [email protected]. If you believe you’ve been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.