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.