Manager, Customer Success

About Stellar Health:

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.

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.

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:

You 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

• You have 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.

• 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 have strong analytical skills and are 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

• You are an exceptional communicator — written and verbal — and love telling stories with numbers

• 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 workstreams 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

• Experience using AI tools to make your work streams more efficient and scalable

Perks & Benefits:

Stellar offers a carefully curated selection of wellness benefits and perks to our employees:

• 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

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.

Stellar Health Employment Privacy Notice

At Stellar Health, your privacy and security as a job seeker is a priority no matter where you are in the interview process. As recruiting scams have become more prevalent, please take note of the following practices to ensure the legitimacy of any interaction with our team.

• Please note that any communication from our recruiters and hiring managers at Stellar Health about a job opportunity will only be made by a Stellar Health employee with an @stellar.health email address.

• Stellar Health does not utilize third-party agencies for recruitment services and does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information.

• We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the Stellar Health People Ops Team with an @stellar.health email address.

If you are ever unsure whether you are in contact with a legitimate Stellar Health teammate, please contact [email protected]. If you believe you've been a victim of a phishing attack, please mark the communication as “spam” and immediately report it by contacting the U.S. Federal Trade Commission.