Senior Associate, Customer Success - Strategy & Operations

Summary

Join Stellar Health's Customer Success team as a Senior Customer Success Associate and serve as the "General Manager" for your accounts. You will conduct analysis to define customer success strategies, monitor performance metrics, evaluate customer health, manage cross-functional implementations, collaborate with the Growth team on renewals and upsells, and build strong client relationships. This role requires strong analytical skills, experience in healthcare, and excellent communication abilities. You'll work with data to understand customer performance and drive ROI. Stellar offers a competitive salary, performance-based bonuses, equity grants, and a comprehensive benefits package.

Requirements

• You have at least 2 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 willingness to learn more

Responsibilities

• Conducting analysis to help define the overall Customer Success strategy for dedicated customers. Once this strategy is set, analyzing and monitoring trends in data to ensure we are on track to hit key performance metrics
• Evaluating customer health - diagnosing barriers to success, developing data-driven mitigation strategies, and identifying opportunities for strategic account growth
• Managing complex cross-functional implementations and strategic workstreams through to successful outcomes
• Collaborating closely with the Growth team to inform renewal strategy and identify/execute upsell opportunities grounded in demonstrated client ROI
• Cultivating deep, trusted-advisor relationships with client stakeholders at all levels (from operational contacts to executives), effectively communicating Stellar's impact and strategic roadmap
• Flexing your data and analytics chops on a regular basis. You should be comfortable using data to understand how customers are performing and which levers may need to be pulled to drive more ROI

Preferred Qualifications

• 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 value-based care and about how a healthcare technology startup drives towards success (the Customer Success function has a birds eye view of the entire company’s 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 client-focused 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
• Detail-oriented individuals with the ability to think through complex healthcare problems
• Team players who love collaborating with both internal stakeholders and clients

Benefits

• The salary range for this role is $100,000 - $120,000 and will be eligible for an annual performance based bonus and equity grant
• 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