Lead, Customer Success - Strategy & Operations
Lead, Customer Success - Strategy & Operations
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$ 120000 - 140000
1 Vacancy
Job Description
About Stellar Health:
Historically US Healthcare has relied on a feeforservice 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 realtime 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 webbased pointofcare 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 USbased Healthtech backed by Top VCs (General Atlantic Point72 & Primary Venture Partners) with an established product & proven operating model. Weve 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 riskbearing 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 postsale. 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 Stellars platform and building longterm 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 endtoend deployment of the Stellar technology and services platform. This role is customerfacing analytical and deeply crossfunctional 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 Stellars technology and services.
What youll 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 deepdive 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 datadriven mitigation strategies across the account portfolio and identify and capitalize on strategic opportunities for significant account expansion and deeper partnership.
- Lead and orchestrate crossfunctional 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 trustedadvisor relationships with a broad range of client stakeholders including Csuite executives. Effectively articulate Stellars strategic value proposition impact and future roadmap to influence client strategy and secure longterm 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 clientfacing 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 thoughtpartner
- You are experienced in prioritization and project management
- You are able to challenge the customers 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 valuebased 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 valuebased care and about how a healthcare technology startup drives towards success (the Customer Success function has a birds eye view of the entire companys 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 clientfocused 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.
- Detailoriented 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 $120000 $140000 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. Stellars 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 inoffice 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 @ email address.
- Stellar Health does not utilize thirdparty agencies for recruitment services and does not conduct text message or chatbased 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 @ email address.
If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate please contact If you believe youve 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.
Employment Type
Full Time
