Senior Customer Success Manager, Risk Adjustment

Stellar Health helps primary care providers improve patient health through technology, analytics, and provider support. The Senior Customer Success Manager, Risk Adjustment owns delivery and performance for complex payer programs and builds strategic executive relationships with clients. The role applies risk adjustment expertise to improve program outcomes and customer value.

Responsibilities:

• Build trusted executive relationships with senior leaders across your client organizations
• Engage with customers and stakeholders daily - through scheduled meetings, emails, ad-hoc calls as requested
• Own the end-to-end program performance strategy for your assigned book of business
• Proactively serve up knowledge of customer’s reporting and alignment to performance targets
• Provide Risk Adjustment subject matter expertise for quarterly business reviews, customer meetings, and strategic planning sessions
• Proactively identify performance and delivery risks, and then implement recovery plans before issues impact program outcomes
• Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform
• Partner closely with Sales, Customer Success, Provider Success, Product, and Support to deliver a seamless customer experience
• Liaise with Enterprise Analytics for performance measurement and reporting, including dashboards, key performance metrics, and customer definitions of success are aligned 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 on occasion to client sites and Stellar offices, up to 20% of time

Requirements:

• Minimum of 7 years of healthcare expertise, and at least 5 years leading or supporting risk adjustment and provider engagement programs
• You must demonstrate a passion for solving customer challenges and building relationships
• You're skilled at analyzing reports, dashboards, operational metrics, and large data sets to identify trends, patterns, risks, and opportunities and translate findings into actionable business insights
• You have experience setting risk strategy and translating it into an operating model that a cross-functional team can execute against, including 0 → 1 initiative launches
• You have executive presence and experience effectively communicating performance and strategy to internal senior leadership and external senior and C-Suite audiences
• You're a proactive, self-directed problem solver with strong data analysis capabilities, including fluency with Excel and BI tools (Tableau, Looker, Salesforce)
• 5 years of experience in a customer success or account management role
• Meaningful familiarity with Quality Programs (HEDIS & Stars) and value-based care