Customer Success Lead, Health Systems
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About The Position
At Stellar, our customers are health plans, major health systems, and other risk-bearing entities (e.g., 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. 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 is crucial. You will partner 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 is essential; 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 is expected. 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.
