Customer Success Manager

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.

As a Manager, Customer Success you will:

• 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.

As Customer Success Manager, you should have:

• 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 proficiency in analyzing large datasets in Excel. Ability to work directly with large, imperfect datasets, structure your own analysis, and derive answers.

• Exceptional written and verbal communication skills, with a passion for telling stories with numbers.

• Skilled at customer management and building relationships as a trusted and respected thought-partner at multiple levels of a client organization.

• Experience in prioritization and project management, capable of managing multiple complex workstreams simultaneously.

• Ability to challenge customer thinking through insights and analysis, and use data to demonstrate ROI.

• Ability to articulate complex problems and solutions crisply, even under uncertainty, and drive 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 workstreams more efficient and scalable.