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Stellar Health logoStellar Health

Customer Success Lead

Skills
AnalyticsBusiness IntelligenceBusiness Relationship ManagementCustomer ExperienceCustomer Relationship ManagementCustomer SuccessPerformance Metrics
Role

What the job involves

The main requirements, responsibilities and hiring steps.

Requirements

  • You have at least 4 years of previous work experience a customer facing role, with preference for candidates who have worked in healthcare AND have worked with customers under long term (one year or more) contracts
  • You are skilled at customer management and can build relationships as a trusted & respected thought-partner
  • You are able to challenge the customer's thinking through insights and analysis and use data to demonstrate ROI
  • You are experienced in prioritization and project management
  • 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

Day to day

  • The Customer Success Lead is responsible for end to end Customer Relationship Management, including:
  • Defining and owning the overall Customer Success strategy for your customers. Once this strategy is set, you will actively analyze and monitor trends in data to ensure we are on track to hit key performance metrics.
  • Driving end-to-end customer performance by proactively identifying and mitigating risks while spotting and leveraging opportunities for account expansion and increased customer outcomes.
  • Partnering with our growth team on upsell and renewal strategy, working to strategically expand customer accounts where it makes sense for our business.
  • Managing external and internal stakeholders - you will need to be able to quickly build trusted relationships with varying seniority levels, deploying effective storytelling and prioritization as needed.
  • Flexing your data and analytics chops on a regular basis. You should be comfortable using data to help you understand how your customers are performing, which levers you may need to pull to drive more ROI, and accurately communicate how Stellar is contributing to customer goals.