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Stellar Health is a healthcare technology company backed by top-tier VCs (General Atlantic, Point72, Primary Venture Partners) that helps primary care providers transition from fee-for-service to value-based care models. The platform combines technology, people, and analytics to support providers at the point of care, delivering real-time patient information and incentivizing quality outcomes.
As Manager of Customer Success, you will serve as the "General Manager" of an assigned book of business, owning end-to-end customer success strategy and leading client relationships independently. Your customers include health plans, major health systems, and risk-bearing entities such as ACOs. You will operate with high autonomy, leading weekly and monthly client meetings, owning QBR preparation and delivery, and managing internal workstreams with minimal day-to-day oversight while reporting to the Director of Customer Success.
Key responsibilities include:
- Owning end-to-end customer success strategy for your assigned book of business, setting priorities and driving outcomes with minimal direction
- Conducting deep-dive analyses to identify opportunities to maximize customer value, translating data into compelling narratives and actionable strategies
- Building quantitative models and analyses that underpin account strategy—sizing opportunities, quantifying ROI, and pressure-testing assumptions
- Leading client meetings and QBR delivery as the primary point of leadership for your accounts
- Proactively assessing and elevating customer health via KPIs and trends, ensuring strategic alignment with customers' value-based care objectives
- Diagnosing complex barriers to success and independently developing data-driven mitigation strategies
- Minimizing churn and driving comprehensive renewal strategies, partnering with leadership and Enterprise Growth on high-stakes conversations
- Identifying account expansion opportunities and working with Enterprise Growth to develop and close new business based on demonstrated ROI
- Leading cross-functional initiatives that directly impact customer outcomes and drive value realization
- Bringing customer perspective to Stellar organization, influencing strategic thinking across the business
Requirements:
- At least 6 years of relevant experience in 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 (Medicare and Medicaid risk adjustment rhythms and outcomes), Quality Measures (Star Ratings, Medicaid withholds), or Cost of Care (ACO programs, care transitions)—with 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 high proficiency analyzing large datasets in Excel, including ability to work with large, imperfect datasets, structure your own analysis, and reach conclusions
- Skilled at customer management and building relationships as a trusted, respected thought-partner at multiple organizational levels
- Experienced in prioritization and project management, able to keep multiple complex workstreams on track simultaneously
- Ability to challenge customer thinking through insights and analysis, using data to demonstrate ROI
- Ability to articulate complex problems and solutions crisply even under uncertainty, comfortable driving conversations and decisions
- Experience using AI tools to make work streams more efficient and scalable
