Senior Customer Success Manager, Risk Adjustment

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:

The Senior Customer Success Manager, Risk Adjustment is a senior individual contributor who partners with organizational and commercial leadership and client success to ensure successful delivery for Stellar’s largest and most strategic clients. This role will focus on building long-term, strategic, executive-level partnerships with Stellar’s high-revenue and complex customers.

The role oversees a portfolio of complex Risk Adjustment and Stars/Quality programs within Stellar’s National Payer portfolio. You will work across your assigned book of business to understand your customer’s value drivers, business goals, workflows, organizational structures, and requirements. At the most basic level, you are accountable for client delivery and performance.

As a primary point of contact for our customers, you will ensure your partners and stakeholders consistently understand how the Stellar program is being utilized with providers and how providers are driving success and results across specific definitions of success. Additionally, you will utilize expert Risk Adjustment knowledge to help drive programmatic success across not only your book of business, but across the rest of our National Payor portfolio.

 

How you'll make an impact:

• Build trusted executive relationships with senior leaders across your client organizations.

• Engage with customers and stakeholders daily - through scheduled meetings, emails, ad-hoc calls as requested.

• Own the end-to-end program performance strategy for your assigned book of business.

• Proactively serve up knowledge of customer’s reporting and alignment to performance targets.

• Provide Risk Adjustment subject matter expertise for quarterly business reviews, customer meetings, and strategic planning sessions.

• Proactively identify performance and delivery risks, and then implement recovery plans before issues impact program outcomes.

• Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform.

• Partner closely with Sales, Customer Success, Provider Success, Product, and Support to deliver a seamless customer experience.

• Liaise with Enterprise Analytics for performance measurement and reporting, including dashboards, key performance metrics, and customer definitions of success are aligned with broader company strategy.

• Contribute to a culture of accountability, proactive communication, continuous improvement, and client advocacy.

• Help drive consistency across customer success program management, operations, metrics, playbooks, workflows, and executive communications.

• Travel on occasion to client sites and Stellar offices, up to 20% of time.

   

What you'll bring:

• Minimum of 7 years of healthcare expertise, and at least 5 years leading or supporting risk adjustment and provider engagement programs is required.

• 5 years of experience in a customer success or account management role preferred.

• Meaningful familiarity with Quality Programs (HEDIS & Stars) and value-based care is highly preferred.

• You must demonstrate a passion for solving customer challenges and building relationships.

• You’re skilled at analyzing reports, dashboards, operational metrics, and large data sets to identify trends, patterns, risks, and opportunities and translate findings into actionable business insights.

• You have experience setting risk strategy and translating it into an operating model that a cross-functional team can execute against, including 0 → 1 initiative launches.

• You have executive presence and experience effectively communicating performance and strategy to internal senior leadership and external senior and C-Suite audiences.

• You’re a proactive, self-directed problem solver with strong data analysis capabilities, including fluency with Excel and BI tools (Tableau, Looker, Salesforce).

• Candidates must reside in either NYC area or North Carolina.

Perks & Benefits:

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

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

• Stock Options & a 401k matching program

• A broad calendar of company sponsored social events that for our in-office and remote employees

• Company sponsored lunch for all NY HQ 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 [email protected]. 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.