Vice President - Customer Success

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.