Lead, Customer Success

This is a fully remote position, open to applicants in New York.

📋 Description

• Perform comprehensive analyses to uncover opportunities that enhance customer value on the Stellar Platform, providing clear insights and recommendations to your Director and client stakeholders.

• Take the lead in preparing for monthly account meetings and QBR presentations, collaborating with your Director during delivery — whether remote, in-office, or on-site. Your Director will attend the majority of client meetings, especially those involving key account stakeholders.

• Continuously evaluate and monitor customer health through key performance indicators and trends, identifying risks and opportunities to discuss with your Director for strategic action.

• Identify obstacles to program performance, pinpointing areas that require intervention and formulating data-driven strategies for mitigation alongside your Director.

• Assist in renewal and expansion initiatives by maintaining a thorough understanding of account performance, contributing analysis and materials for renewal and growth discussions led by your Director and the Enterprise Growth team.

• Oversee daily operational coordination with internal teams (Network, Technical Implementation, Product, etc.) to ensure account workstreams remain on schedule.

• Prepare for and engage in client meetings, delivering presentations and addressing client inquiries; your Director will primarily lead or co-lead the majority of meetings with key account stakeholders.

• Actively represent the customer perspective within the Stellar organization, participating in cross-functional conversations about enhancing our platform and services.

⛳️ Requirements

• You possess a minimum of **4 years** of relevant professional experience in areas such as management consulting, customer success, account management, or similar client-facing, analytical, or strategic positions within health tech or value-based care organizations.

• Previous experience in healthcare is essential; experience in value-based care is preferred.

• You demonstrate strong analytical capabilities and meticulous attention to detail, with a passion for working with data.

• You are an outstanding communicator — both written and verbal — and enjoy narrating stories through numbers.

• You excel in customer management and can cultivate relationships as a trusted and respected thought partner.

• You have a proven track record in prioritization and project management.

• You are adept at challenging customer perspectives through insights and analysis, using data to illustrate ROI.

• You can clearly articulate problems and solutions.

• You possess the ability to manage multiple priorities, effectively communicate roadblocks, and work efficiently even in uncertain situations.

🏝️ Benefits

• 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 provides our team with a monthly stipend to spend on what matters most to them

• Stock Options & a 401k matching program

• A diverse calendar of company-sponsored social events catering to both in-office and remote employees

• Company-sponsored lunch for all NY HQ employees