Manager, Customer Success

Stellar Health

13d•$130,000 - $170,000

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 Manager serves as the “General Manager” of an assigned book of business — owning the end-to-end customer success strategy, leading client relationships independently, and driving measurable outcomes across their book. 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. A Manager operates with a high degree of autonomy: they lead weekly and monthly client meetings, own QBR preparation and delivery, and manage internal workstreams with minimal day-to-day oversight. Reporting to the Director of Customer Success, the Manager is the primary point of leadership for their accounts on a day-to-day basis.

Requirements

At least 6 years of relevant experience in fields such as management consulting, customer success, account management, or similar client-facing, analytical, or strategic roles at health tech or value based care companies.
Prior experience in healthcare is required
Expertise in at least one area of value-based care: Risk Adjustment (including Medicare and Medicaid risk adjustment rhythms and outcomes), Quality Measures (Star Ratings, Medicaid withholds), or Cost of Care (ACO programs, care transitions) — and meaningful familiarity across the others.
Demonstrated ability to independently lead client relationships, including senior stakeholder management, without requiring regular manager involvement in day-to-day interactions.
Strong analytical skills and highly proficient analyzing large data sets in Excel. This is demonstrated by your ability to work directly with large, imperfect datasets, structure your own analysis, and get to an answer. You are energized by this kind of hands-on work
Exceptional communicator — written and verbal — and love telling stories with numbers
Skilled at customer management and can build relationships as a trusted & respected thought-partner at multiple levels of a client organization
Experienced in prioritization and project management, and can keep multiple complex workstreams on track simultaneously
Able to challenge the customer's thinking through insights and analysis and use data to demonstrate ROI
Can crisply articulate complex problems and solutions even when operating under uncertainty, and are comfortable driving conversations and decisions
Ability to balance multiple priorities, communicate roadblocks proactively, and work effectively within a small and nimble team
Experience using AI tools to make your work streams more efficient and scalable

Responsibilities

Own the end-to-end customer success strategy for your assigned book of business, setting priorities and driving outcomes with minimal day-to-day direction. You will be independent but know when to pull in your leadership to help solve critical customer challenges.
Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform, translating data into compelling narratives and actionable strategies.
Build the models and quantitative analyses that underpin your account strategy — sizing opportunities, quantifying ROI, and pressure-testing performance assumptions.
Lead weekly and monthly client meetings and own QBR preparation and delivery — you are the primary point of leadership for your accounts. Your Director will attend QBRs and is available for escalations, but is typically not present in routine client interactions.
Proactively assess and elevate customer health via key performance indicators and trends, ensuring strategic alignment with your customers' objectives in the value-based care space — and acting on risks before they escalate.
Diagnose complex barriers to success, identifying areas for intervention and independently developing and implementing data-driven mitigation strategies.
Minimize churn and drive comprehensive renewal strategies, partnering with your Director and Enterprise Growth on high-stakes renewal or expansion conversations as needed.
Proactively identify opportunities for account expansion and deeper partnership, working with Enterprise Growth to shape, develop, and close new business based on demonstrated and quantifiable client ROI.
Lead and orchestrate cross-functional initiatives and strategic workstreams that directly impact customer outcomes and drive significant value realization.
Proactively bring the customer perspective to the Stellar organization, influencing strategic thinking and planning across the business.

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 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