Lead, Customer Success - Strategy & Operations

Summary

Join Stellar Health's Customer Success team as a Customer Success Lead and serve as the "General Manager" for your portfolio of key accounts. Define and drive customer success strategies, maximizing customer value and retention. Proactively assess and elevate customer health, diagnosing and mitigating barriers to success. Lead cross-functional initiatives to impact customer outcomes and drive value realization. Partner with the Growth team on renewal strategies and identify upsell opportunities. Cultivate strong relationships with clients, including C-suite executives, effectively communicating Stellar's value proposition. Leverage data analysis to uncover insights, identify risks and opportunities, and inform strategic decisions. This customer-facing role requires strong analytical skills, experience in healthcare, and exceptional communication abilities.

Requirements

• You have at least 4 years of relevant experience in fields such as management consulting, customer success, account management, or similar client-facing, 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 thought-partner
• You are experienced in prioritization and project management
• You are able to challenge the customer’s 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 value-based care, and/or willingness to learn more

Responsibilities

• 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

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