About the position:

At Stellar, we serve as strategic partners to our Customers, which include health plans, major health systems, and other risk-bearing entities such as ACOs, and 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.

Senior Customer Success Associates serve as “General Managers” of their accounts, with high levels of autonomy and ownership of account operations, and are responsible for end-to-end deployment of the Stellar platform. 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 Success, and Product teams to ensure we are effectively deploying Stellar’s technology and services.

What you’ll do:

• The Senior Customer Success Associate is responsible for serving as the “General Manager” of their owned accounts, including:
• Conducting analysis to help define the overall Customer Success strategy for dedicated customers. Once this strategy is set, analyzing and monitoring trends in data to ensure we are on track to hit key performance metrics.
• Evaluating customer health - diagnosing barriers to success, developing data-driven mitigation strategies, and identifying opportunities for strategic account growth.
• Managing complex cross-functional implementations and strategic workstreams through to successful outcomes.
• Collaborating closely with the Growth team to inform renewal strategy and identify/execute upsell opportunities grounded in demonstrated client ROI.
• Cultivating deep, trusted-advisor relationships with client stakeholders at all levels (from operational contacts to executives), effectively communicating Stellar's impact and strategic roadmap.
• Flexing your data and analytics chops on a regular basis. You should be comfortable using data to understand how customers are performing and which levers may need to be pulled to drive more ROI.

As Senior Customer Success Associate you should have:

• You have at least 2 years of relevant 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.
• You have strong analytical skills and attention to detail, and love working with data
• 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 an exceptional communicator, and are able to crisply articulate problems and solutions even when operating under uncertainty
• You have the ability to balance multiple priorities, communicate roadblocks, and work effectively within a small and nimble team
• You have a strong interest in healthcare, particularly value-based care, and willingness to learn more

Who will love this job:

• Individuals who love the entire journey of problem solving; embracing unstructured problems, developing a path forward, and executing against the plan, and measuring outcomes.
• Individuals who are curious by nature, and who have a deep desire to learn more about value-based care and about how a healthcare technology startup drives towards success (the Customer Success function has a birds eye view of the entire company’s strategy and processes).
• Individuals who enjoy a high degree of autonomy and are unafraid to voice opinions in pursuit of finding a better way of doing things.
• Individuals who at their core want to be operators – but who also want strategic thinking and medium/long term planning to be a core part of their role.
• Individuals who thrive in a fast paced client-focused environment and enjoy bringing structure to ambiguity and continuously evaluating priorities (no two weeks are truly the same!).
• Strong communicators who can build and maintain relationships with customers and internal teams.
• Detail-oriented individuals with the ability to think through complex healthcare problems.
• Team players who love collaborating with both internal stakeholders and clients

Pay:

The salary range for this role is $100,000 - $120,000 and will be eligible for an annual performance based bonus and equity grant. Where a new hire falls within this range will be based on their individual skills and experience, and how these competencies compare across other employees in the same role. Stellar's bands are designed to allow for individual compensation growth within the role. As such, new hires typically start at the lower end of the range. Stellar rewards performance and outcomes - should you join the company, you will have the opportunity to grow your salary over time.

Stellar reserves the right to change our compensation bands at any time.