Lead, Customer Success
About The Position
At Stellar, the Customer Success team serves as strategic partners to our Customers, which include health plans, major health systems, and other risk-bearing entities such as ACOs. We bring our Customers and the providers who use our platform through the journey of succeeding in value based care. The Customer Success team owns the client relationship post-sale. We act as trusted advisors, defining program success (e.g., key metrics and OKRs), developing and executing strategies to maximize client value and ROI using Stellar's platform, and building long-term partnerships by demonstrating continued impact and driving towards renewals and expansions. The Customer Success Lead is a key individual contributor on an assigned book of business — executing high-quality day-to-day account work, building trusted relationships with client contacts, and delivering analysis and insights that drive program performance. This role works closely with and is supported by a Director of Customer Success, who is present at the large majority of client meetings and is accountable for the overall account strategy. The Lead owns the operational execution within their lane: producing analyses, preparing account materials, managing internal coordination, and contributing meaningfully to client conversations. This role is customer-facing, analytical, and deeply cross-functional — our team partners broadly across the full Stellar organization, working closely with our Engineering, Sales, Provider Operations, and Product teams to ensure we are effectively deploying Stellar's technology and services.
Requirements
- You have at least 4 years of relevant career 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; experience in VBC is preferred
- You have strong analytical skills and attention to detail, and love working with data
- You are an exceptional communicator — written and verbal — and love telling stories with numbers
- 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 able to crisply articulate problems and solutions
- You have the ability to balance multiple priorities, communicate roadblocks, and work effectively, even when operating under uncertainty
Responsibilities
- Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform, delivering clear findings and recommendations to your Director and client stakeholders.
- Lead preparation of monthly account meetings and QBR decks, partnering with your Director on delivery — remote, in-office, and on-site. Your Director will be present at the large majority of client meetings, including all meetings with key account stakeholders.
- Proactively assess and monitor customer health via key performance indicators and trends, flagging risks and opportunities to your Director for strategic response.
- Diagnose barriers to program performance, identifying areas for intervention and developing data-driven mitigation strategies in partnership with your Director.
- Support renewal and expansion efforts by maintaining a strong understanding of account performance and contributing analysis and materials to renewal and growth conversations led by your Director and Enterprise Growth.
- Manage day-to-day operational coordination with internal teams (Network, Technical Implementation, Product, etc.) to keep account workstreams on track.
- Prepare for and participate in client meetings, presenting materials and responding to client questions; your Director will lead or co-lead the large majority of meetings with key account stakeholders.
- Proactively bring the customer perspective to the Stellar organization, contributing to cross-functional discussions about how to improve our platform and services.
Benefits
- Medical, Dental and Vision Benefits
- Flexible PTO
- Universal Paid Family and Caregiver Leave
- Wellhub+ Gym Memberships
- Pre-tax commuter benefits, HA, FSA plans
- Company sponsored One Medical memberships and Citibike memberships
- Medical Travel Benefits
- JOON, a flexible lifestyle spending account that gives our team a monthly stipend to spend on what matters most to them
- Stock Options & a 401k matching program
- A broad calendar of company sponsored social events that for our in-office and remote employees
- Company sponsored lunch for all NY HQ employees
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
