Senior Associate, Customer Success - Strategy & Operations

Stellar Health; United States; Remote; USD 100,000 - 120,000; Full time

Job summary

An established health-tech company is seeking a Senior Customer Success Associate to lead and manage client accounts post-sale. This role is pivotal in ensuring customer satisfaction and success through strategic analysis and relationship building. You'll collaborate across teams to implement solutions that drive value and ROI for clients. The ideal candidate thrives in a fast-paced environment, has a strong analytical mindset, and is passionate about improving healthcare outcomes. Join a dynamic team that values autonomy and strategic thinking, and help shape the future of value-based care.

Benefits

Medical, Dental and Vision Benefits

Unlimited PTO

Universal Paid Family Leave

Company sponsored memberships

Medical Travel Benefits

Monthly wellness stipend

Stock Options

401k matching program

Career development opportunities

Company sponsored social events

Qualifications

• 2+ years in customer success or account management roles, preferably in healthcare.
• Strong analytical and communication skills are essential.

Responsibilities

• Manage customer accounts as a 'General Manager' for strategic success.
• Analyze data to define customer success strategies and monitor performance.

Skills

Analytical Skills

Customer Management

Project Management

Communication Skills

Data Analysis

Education

Bachelor's Degree

Job description

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, 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:

• 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.
• Strong analytical skills and attention to detail, and love working with data.
• Skilled at customer management and can build relationships as a trusted & respected thought-partner.
• Experienced in prioritization and project management.
• Able to challenge the customer’s thinking through insights and analysis and use data to demonstrate ROI.
• An exceptional communicator, and able to crisply articulate problems and solutions even when operating under uncertainty.
• Ability to balance multiple priorities, communicate roadblocks, and work effectively within a small and nimble team.
• 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.
• 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.
• 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.

Perks & Benefits:

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

• Medical, Dental and Vision Benefits
• Unlimited PTO
• Universal Paid Family Leave
• Company sponsored One Medical memberships and Citibike memberships
• Medical Travel Benefits
• A monthly wellness stipend that gives employees the freedom to choose where they spend their cash, whether it be on wellness, pet care, childcare, WFH items, or charitable donations.
• Stock Options & a 401k matching program
• Career development opportunities like Manager Training, coaching, and an internal mobility program
• A broad calendar of company sponsored social events that for our in-office and remote 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 [e-mail]. 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.