[Hiring] Customer Success Manager @Stellar Health

Role Description

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.

• Act as trusted advisors, defining program success (e.g., key metrics and OKRs).
• Develop and execute strategies to maximize client value and ROI using Stellar's platform.
• Build 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.

• Conduct deep-dive analyses to identify opportunities to maximize customer value on the Stellar Platform.
• Build models and quantitative analyses that underpin account strategy.
• Lead weekly and monthly client meetings and own QBR preparation and delivery.
• Proactively assess and elevate customer health via key performance indicators and trends.
• Diagnose complex barriers to success and develop data-driven mitigation strategies.
• Minimize churn and drive comprehensive renewal strategies.
• Proactively identify opportunities for account expansion and deeper partnership.
• Lead and orchestrate cross-functional initiatives that impact customer outcomes.
• Bring the customer perspective to the Stellar organization, influencing strategic thinking.

Qualifications

• At least 6 years of relevant experience in management consulting, customer success, account management, or similar roles.
• Prior experience in healthcare is required.
• Expertise in at least one area of value-based care: Risk Adjustment, Quality Measures, or Cost of Care.
• Demonstrated ability to independently lead client relationships, including senior stakeholder management.
• Strong analytical skills and proficiency in analyzing large data sets in Excel.
• Exceptional written and verbal communication skills.
• Skilled at customer management and building relationships as a trusted thought-partner.
• Experienced in prioritization and project management.
• Able to challenge customer thinking through insights and analysis.
• Ability to articulate complex problems and solutions under uncertainty.
• Experience using AI tools to enhance efficiency and scalability.

Requirements

• Ability to balance multiple priorities and communicate roadblocks proactively.
• Work effectively within a small and nimble team.

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 & a 401k matching program.
• A broad calendar of company sponsored social events.
• Company sponsored lunch for all NY HQ employees.