Senior Customer Success Manager, Risk Adjustment

Stellar Health•New York, NY

About The Position

The Senior Customer Success Manager, Risk Adjustment is a senior individual contributor who partners with organizational and commercial leadership and client success to ensure successful delivery for Stellar Health’s largest and most strategic clients. The role builds long-term, strategic, executive-level partnerships with high-revenue and complex customers, and oversees a portfolio of complex Risk Adjustment and Stars/Quality programs within Stellar’s National Payer portfolio. The role is accountable for client delivery and performance across an assigned book of business. It requires understanding customers’ value drivers, business goals, workflows, organizational structures, and requirements. As a primary customer contact, the Senior Customer Success Manager helps stakeholders understand program utilization among providers and how providers are driving results against agreed definitions of success. The role also applies Risk Adjustment expertise to support programmatic success across the National Payer portfolio. The position may require travel to client sites and Stellar offices up to 20% of the time. Candidates must reside in either the NYC area or North Carolina.

Requirements

At least 7 years of healthcare expertise.
At least 5 years leading or supporting Risk Adjustment and provider engagement programs.
Passion for solving customer challenges and building relationships.
Ability to analyze reports, dashboards, operational metrics, and large data sets to identify trends, patterns, risks, and opportunities and translate findings into actionable business insights.
Experience setting risk strategy and translating it into an operating model that cross-functional teams can execute, including 0-to-1 initiative launches.
Executive presence and experience communicating performance and strategy to internal senior leadership and external senior and C-suite audiences.
Proactive, self-directed problem-solving skills.
Strong data analysis capabilities, including fluency with Excel and BI tools such as Tableau, Looker, and Salesforce.
Must reside in either the NYC area or North Carolina.

Nice To Haves

Five years of experience in a customer success or account management role.
Meaningful familiarity with Quality Programs (HEDIS and Stars) and value-based care.

Responsibilities

Build trusted executive relationships with senior leaders across client organizations.
Engage with customers and stakeholders daily through scheduled meetings, emails, and ad hoc calls.
Own the end-to-end program performance strategy for the assigned book of business.
Proactively share knowledge of customer reporting and alignment to performance targets.
Provide Risk Adjustment subject matter expertise for quarterly business reviews, customer meetings, and strategic planning sessions.
Identify performance and delivery risks proactively and implement recovery plans before they affect program outcomes.
Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform.
Partner with Sales, Customer Success, Provider Success, Product, and Support to deliver a seamless customer experience.
Liaise with Enterprise Analytics on performance measurement and reporting, including dashboards, key performance metrics, and alignment of customer definitions of success with broader company strategy.
Contribute to a culture of accountability, proactive communication, continuous improvement, and client advocacy.
Help drive consistency across customer success program management, operations, metrics, playbooks, workflows, and executive communications.
Travel occasionally to client sites and Stellar offices, up to 20% of the time.