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About the Role

The Senior Customer Success Manager, Risk Adjustment is a senior individual contributor responsible for ensuring successful delivery for Stellar’s largest and most strategic clients. This role focuses on building long-term, strategic, executive-level partnerships with high-revenue and complex customers, overseeing Risk Adjustment and Stars/Quality programs. You will understand customer value drivers, business goals, workflows, and requirements, ultimately being accountable for client delivery and performance.

Responsibilities

Build trusted executive relationships with senior leaders across client organizations.
Engage with customers and stakeholders daily through scheduled meetings, emails, and ad-hoc calls.
Own the end-to-end program performance strategy for the assigned book of business.
Proactively provide knowledge of customer 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 implement recovery plans.
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.
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.

Requirements

Minimum of 7 years of healthcare expertise.
At least 5 years leading or supporting risk adjustment and provider engagement programs.
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.
Demonstrate a passion for solving customer challenges and building relationships.
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.
Experience setting risk strategy and translating it into an operating model that a cross-functional team can execute against, including 0 → 1 initiative launches.
Executive presence and experience effectively communicating performance and strategy to internal senior leadership and external senior and C-Suite audiences.
Proactive, self-directed problem solver with strong data analysis capabilities.
Candidates must reside in either NYC area or North Carolina.

Skills

Risk Adjustment
Provider Engagement
Customer Success
Account Management
HEDIS
Stars
Value-based care
Data Analysis
Excel
BI tools (Tableau, Looker, Salesforce)

Location

NYC area
North Carolina

Work Type

Onsite
Travel up to 20%

Experience Level

Senior

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
Stock Options
401k matching program
Company sponsored social events
Company sponsored lunch for all NY HQ employees

About the Company

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.

Equal Opportunity

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.