Customer Success Lead, Stellar Health
Strategy & Operations
$115-140k
+ Annual performance based bonus and equity grant
Requires Occasional Travel
Incentive program for health providers
Be an early applicant
Incentive program for health providers
201-500 employees
Be an early applicant
$115-140k
+ Annual performance based bonus and equity grant
Requires Occasional Travel
201-500 employees
Company mission
To improve the quality of care and affordability of healthcare for millions of patients in the United States.
Role
Who you are
- You have at least 4 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/or willingness to learn more
- 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
What the job involves
- 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
- Customer Success Leads 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 technology and services 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 Operations, and Product teams to ensure we are effectively deploying Stellar’s technology and services
- The Customer Success Lead is responsible for serving as the “General Manager” of their owned accounts, including:
- Define and drive the overarching Customer Success strategy for a portfolio of key accounts. This includes conducting deep-dive analysis to identify opportunities for maximizing customer value and retention, and proactively monitoring key performance indicators and trends to ensure strategic alignment and identify areas for intervention
- Proactively assess and elevate customer health. Diagnose complex barriers to success, develop and implement data-driven mitigation strategies across the account portfolio, and identify and capitalize on strategic opportunities for significant account expansion and deeper partnership
- Lead and orchestrate cross-functional initiatives and strategic workstreams that directly impact customer outcomes and drive significant value realization. This involves navigating internal stakeholders and external client complexities to ensure successful execution
- Partner strategically with the Growth team to shape and execute comprehensive renewal strategies and proactively identify, develop, and close significant upsell opportunities based on demonstrated and quantifiable client ROI and future potential
- Cultivate and expand deep, strategic trusted-advisor relationships with a broad range of client stakeholders, including C-suite executives. Effectively articulate Stellar's strategic value proposition, impact, and future roadmap to influence client strategy and secure long-term partnerships
- Serve as a subject matter expert in data analysis and its application to customer success. Leverage advanced data analysis techniques to uncover insights into customer performance, identify root causes of issues, forecast potential risks and opportunities, and inform strategic decisions that drive significant improvements in customer ROI and overall account health
Our take
A problem in healthcare is little thought is given to the doctors and staff who coordinate all of the daily patient workflow, such as historical claims, pharmacy requests, lab work, testing and billing. Stellar Health aims to drastically reduce these 'chores' through a cloud-based platform on which primary care providers can offer value-based care through real-time information updates about patients.
The point-of-care workflow platform also strives to close the incentive gap between payors and care providers by helping practitioners earn more revenue for keeping patients healthy, rather than simply charging for procedures and treatments. While Stellar Health faces stiff competition from major players such as Siemens Healthcare and AthenaHealth, it has already made great ground in the market with over 1.1M patients across 37 states.
The company has secured significant investment from Primary Venture Partners and Point 72. This funding and its growing revenue are being put towards further scaling its operations and accelerating its product development. Operating in a rapidly growing industry which is expected to be worth just over $4 billion by 2025, Stellar Health is in a good position for future growth and success.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (2 rounds)
Sep 2021
$60m
SERIES B
May 2020
$10m
SERIES A
Total funding: $70m
Company benefits
- Medical, dental, and vision benefits: With coverage starting on your first day of employment
- Collaborative and inclusive culture: Even though we are virtual right now, we are committed to having fun as a team on a regular basis. Virtual magicians, game nights, outdoor happy hours and team picnics
- Generous paid time off policy: We follow a "self managed" PTO philosophy. Take time when you need it
Company HQ
Union Square, New York, NY
Leadership
Michael Meng
(CEO & Co-Founder)Studied Business Adminstration, Finance and Accounting at the University of Michigan, before obtaining an MBA from Wharton School, University of Pennsylvania. Started out as an Investment Banking Analyst at Lazard Freres. Served as Principal at Apax Partners, and currently sits on the board of the Global Language Project, CUNY Graduate School of Public Health and Health Policy and Medicomp Inc.
Octavian Costache
(CTO & Co-Founder)Obtained a Masters in Computer Science and AI from the University POLITEHNICA of Bucharest. Started out as a freelance Software Engineer, before joining Google as a Senior Software Engineer in 2005. Was a HackStar at TechStars in 2012. Co-founded Spring Inc. in 2013, and Stellar Health in 2018.
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