Lead, Customer Success

About Stellar Health:

Historically, US Healthcare has relied on a fee-for-service reimbursement system where providers are paid based on the quantity of patient visits and procedures, rather than the quality of health outcomes.

At Stellar Health, we help primary care providers put patient health first. Our platform - a mix of technology, people, and analytics - supports providers at the point of care, delivering real-time patient information, activating practice staff, and empowering providers and care teams with incentives that reward the work they are already doing to keep patients healthy. Using the Stellar App, our web-based, point-of-care tool; practices receive a simple checklist of recommended actions that support the best quality care. Providers and care teams are then paid monthly for each action they complete, and Payors save money in reduced healthcare costs along the way.

Stellar is a US-based Health-tech backed by Top VCs (General Atlantic, Point72, & Primary Venture Partners)​​ with an established product & proven operating model. We’ve shown that we make a real difference for physician practices and their patients.

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.

What you will do:

As a Lead, Customer Success you will:

• 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

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

• 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

Diversity is the key to our success. Stellar Health is an equal opportunity employer and we are open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or expression, veteran status, or any other legally protected status.

We believe that diverse teams -and the different identities, cultures, and life experiences our team members bring to the table- enable us to create amazing products, find creative solutions to interesting problems, and build an inclusive working environment.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

• Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.

• Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.

• We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact people-team@stellar.health. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.