Customer Success Lead

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 Customer Success Lead 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.