Lead, Customer Success (Strategic Operations)

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.

About the position:

At Stellar, our customers are health plans, major health systems and other risk bearing entities (eg ACOs). Our Customer Success Team is responsible for driving strategy and performance across these customers. This includes defining what “success” means for each of our customers and owning the program design and stakeholder relationship management to drive towards these established goals. 

This role is customer-facing and also partners broadly across the full Stellar organization,  working closely with our integrations, sales, provider operations, and product teams to ensure we are effectively deploying Stellar’s technology and services. 

Customer Success Leads typically own customer accounts, ranging in size and complexity, from the initial program scoping at the end of a sales process through expansion and renewal.

What you’ll do:

The Customer Success Lead is responsible for end to end Customer Relationship Management, including:

• Defining and owning the overall Customer Success strategy for your customers. Once this strategy is set, you will actively analyze and monitor trends in data to ensure we are on track to hit key performance metrics.
• Driving end-to-end customer performance by proactively identifying and mitigating risks while spotting and leveraging opportunities for account expansion and increased customer outcomes.
• Partnering with our growth team on upsell and renewal strategy, working to strategically expand customer accounts where it makes sense for our business.
• Managing external and internal stakeholders - you will need to be able to quickly build trusted relationships with varying seniority levels, deploying effective storytelling and prioritization as needed. 
• Flexing your data and analytics chops on a regular basis. You should be comfortable using data to help you understand how your customers are performing, which levers you may need to pull to drive more ROI, and accurately communicate how Stellar is contributing to customer goals.

As Customer Success Lead you should have:

• You have at least 4 years of previous work experience a customer facing role, with preference for candidates who have worked in healthcare AND have worked with customers under long term (one year or more) contracts 
• Prior experience working with VBC, Risk Adjustment or Quality programs
• You are skilled at customer management and can build relationships as a trusted & respected thought-partner
• You are able to challenge the customer’s thinking through insights and analysis and use data to demonstrate ROI
• You are experienced in prioritization and project management
• 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

Pay:

The salary range for this role is $120,000 - $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:

• 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 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 people-team@stellar.health. 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.