Manager, Customer Success

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 accounts. The 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.

The Director of Customer Success is available for escalations and attends QBRs, but is not required in most routine client interactions - the Manager is the primary point of leadership for their accounts on a day-to-day basis. 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.

- 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.

- Identify opportunities to maximize customer value on the Stellar Platform, translating data into compelling narratives and actionable strategies.

- 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 work streams 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.

- You have at least 6 years of relevant career 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; experience in VBC is preferred

- You have demonstrated the ability to independently lead client relationships, including senior stakeholder management, without requiring regular manager involvement in day-to-day interactions

- You are skilled at customer management and can build relationships as a trusted & respected thought-partner at multiple levels of a client organization

- You are experienced in prioritization and project management, and can keep multiple complex work streams on track simultaneously

- You are able to challenge the customer's thinking through insights and analysis and use data to demonstrate ROI

- You can crisply articulate complex problems and solutions even when operating under uncertainty, and are comfortable driving conversations and decisions

- You have the ability to balance multiple priorities, communicate roadblocks proactively, and work effectively within a small and nimble team

- You have a strong interest in healthcare, particularly value-based care, and/or willingness to learn more