Lead, Customer Success

Summary

Join Stellar Health's Customer Success Team as a Customer Success Lead! You will be responsible for managing customer relationships, defining success strategies, and driving customer performance. This customer-facing role requires collaboration with internal teams and strong analytical skills. You will analyze data, identify risks and opportunities, and partner with the growth team on upsells and renewals. The ideal candidate has 4+ years of customer-facing experience, preferably in healthcare with long-term contracts, and expertise in VBC, Risk Adjustment, or Quality programs. Stellar offers a competitive salary ($120,000-$140,000), annual bonuses, equity grants, and excellent benefits.

Requirements

• 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
• Be skilled at customer management and able to build relationships as a trusted & respected thought-partner
• Be able to challenge the customer’s thinking through insights and analysis and use data to demonstrate ROI
• Be experienced in prioritization and project management
• Be an exceptional communicator, and be able to crisply articulate problems and solutions even when operating under uncertainty
• Have the ability to balance multiple priorities, communicate roadblocks, and work effectively within a small and nimble team

Responsibilities

• Define and own the overall Customer Success strategy for your customers
• Actively analyze and monitor trends in data to ensure we are on track to hit key performance metrics
• Drive end-to-end customer performance by proactively identifying and mitigating risks while spotting and leveraging opportunities for account expansion and increased customer outcomes
• Partner with our growth team on upsell and renewal strategy, working to strategically expand customer accounts where it makes sense for our business
• Manage external and internal stakeholders
• Flex your data and analytics chops on a regular basis

Benefits

• 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
• The salary range for this role is $120,000 - $140,000 and will be eligible for an annual performance based bonus and equity grant