VP, Customer Success

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.

The VP of Customer Success will be a key leader in building and growing sustainable relationships with our Regionally-focused healthcare customers. This role will have three key areas of focus:

• Team Leadership: Lead a team of high performing customer-facing Regional Market Leads (Managers through Directors), ensuring that the market leaders and their teams are successful.  Identify and implement improvements to existing Customer Success processes & leadership capabilities to ensure success in a fast growing environment.  Coach and mentor all levels of your team to develop, adopt new tools / processes and ultimately be able to grow with Stellar.
• Long-term client management: Maintain strong client retention with high satisfaction across your team’s book of business and consistently high Net Dollar Retention across our Regional Payer Customers. Collaborate with your team to navigate strategic/complex clients to achieve performance success & growth.  Act as an Executive Sponsor to support customer retention goals and drive client engagement and advocacy.  You will build relationships as a trusted & respected thought-partner, not just as a vendor, and will challenge customers’ thinking through insights and analysis.
• Cross-functional leadership  and collaboration: Develop strong partnerships with internal stakeholders, working to identify and solve cross-functional challenges to strengthen and simplify processes.  Identify and implement enhancements to current Market Management processes to support our expanding network of Regional Payer customers.  Utilize Stellar tools to track multi-customer and market trends, making actionable, data-informed recommendations for team and Product strategy.  You have an eye for standardization and process improvement and will work with Growth, Provider Operations, Technical Implementations, and Product to make every aspect of our Customer journey effective and efficient.

What you’ll do:

• Lead and develop Market CS leaders to build a high performing and growth-focused Customer Success team.
• Be accountable for Customer retention and revenue growth for Regional Payers.   Implement customer success and account management plans that drive revenue growth to meet/exceed budgeted targets.   As a part of this effort, your CS leaders will cultivate executive relationships and deliver on key performance metrics across our Regional Payer customer base.  Lead the team to leverage data to inform decisions and recommendations on where the team should focus efforts, adjust strategy, prioritize initiatives, and develop new tactics.
• Serve as the go-to contact for key strategic Regional Customers as needed, attending Leadership meetings or supporting your team to unlock additional executive relationships based on customer priority & team need.    Support the team to work through daily inquiries or requests and ensure we are delivering against the highest customer priorities & opportunities.
• Partner closely with our Enterprise Growth & Provider Success teams on program scoping for new Regional Customers that set them up for long-term success with Stellar
• Work cross-functionally to refine and implement scalable and repeatable playbooks for Customer launch, performance management, and expansion.   Create and drive towards consistent “Stellar standards”, in data, tools, and processes to simplify and standardize the Customer Success experience - for external stakeholders and internal staff.
• Collaborate with Product, Network Engagement, Operations, Finance, and Engineering teams to advocate for product/process changes that will result in improved customer experience and revenue growth.
• Provide a clear voice to advocate for customer needs that will improve Stellar’s Product offering.   Prioritize customer implementations, ongoing support work, and new product builds with and for the technical & product teams.

As VP, Customer Success  you should have:

• At least 10 years of experience in customer success, payer or payer-facing role relevant to delivery of Value Based Care outcomes
• At least 5 years of experience in a people management role, with demonstrated success in hiring, coaching, mentoring, and developing a high performing team
• Experience managing a layered team and driving high performance from people managers is a must
• Demonstrated experience with change management and team transformation
• An in-depth understanding of the responsibilities of various roles common within a Payer entity charged with delivering Value Based Care outcomes. Demonstrated ability to build stakeholder relationships with these roles.
• Excellent storytelling capabilities. You can sell executives on a company’s mission and vision, a performance story, and how Stellar supports a customer’s goals and vision for the future
• The ability to ruthlessly prioritize, negotiate deliverables internally and externally, and say “no” when necessary
• Excellent data analysis skills, including the ability to ask thoughtful questions that lead to a deeper understanding of challenges and opportunities
• Ability to communicate and build immediate trust across all levels of internal and external stakeholders (from internal ICs throughout Stellar to executive stakeholders of large health plans)

Pay :

The salary range for this role is $250,000 - $280,000 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
• Flexible 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.