Lead, Customer Success - Strategy & Operations

Lead, Customer Success - Strategy & Operations

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 :

Who Will Love This Job :

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 :

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.