Lead, Customer Success

Role Overview

• 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.

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

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