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 accounts. The 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. The Director of Customer Success is available for escalations and attends QBRs, but is not required in most routine client interactions — the Manager is the primary point of leadership for their accounts on a day-to-day basis. 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. How you'll make an impact: As a Customer Success Manager 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. - 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 ide