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