Manager, Customer Success

Role Overview

• 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.

Requirements

• 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

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