Manager, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the comprehensive customer success strategy for your designated portfolio, establishing priorities and achieving results with minimal daily guidance.

• Discover opportunities to enhance customer value on the Stellar Platform by transforming data into engaging narratives and actionable plans.

• Facilitate weekly and monthly client meetings, including preparing and delivering Quarterly Business Reviews (QBRs) — you will serve as the primary leadership contact for your accounts. Your Director will participate in QBRs and is available for escalations, but is typically not involved in routine client interactions.

• Proactively evaluate and improve customer health through key performance indicators and trends, ensuring alignment with your customers' goals in the value-based care sector, while addressing risks before they escalate.

• Identify complex obstacles to success, pinpointing areas for intervention and independently developing and executing data-driven mitigation strategies.

• Reduce churn and implement comprehensive renewal strategies, collaborating with your Director and Enterprise Growth on critical renewal or expansion discussions as necessary.

• Actively seek opportunities for account growth and deeper collaboration, working alongside Enterprise Growth to shape, develop, and finalize new business based on proven and measurable client ROI.

• Lead and coordinate cross-functional initiatives and strategic work streams that significantly influence customer outcomes and foster substantial value realization.

• Consistently represent the customer perspective within the Stellar organization, shaping strategic thinking and planning throughout the business.

⛳️ Requirements

• You possess a minimum of **6 years** of relevant experience in areas such as management consulting, customer success, account management, or similar client-facing, analytical, or strategic roles within health tech or value-based care organizations.

• Previous experience in healthcare is essential; experience in value-based care is preferred.

• You have demonstrated the capacity to independently manage client relationships, including senior stakeholder engagement, without needing regular managerial oversight in daily interactions.

• You excel in customer management, fostering relationships as a trusted and respected thought partner at various levels within a client organization.

• You are adept at prioritization and project management, successfully maintaining multiple complex work streams simultaneously.

• You can effectively challenge customer perspectives through insights and analysis, utilizing data to illustrate ROI.

• You are capable of clearly articulating complex problems and solutions, even in uncertain situations, and you are comfortable leading discussions and making decisions.

• You possess the ability to juggle multiple priorities, proactively communicate roadblocks, and collaborate effectively within a small, agile team.

• You have a strong interest in healthcare, particularly in value-based care, and/or a willingness to deepen your knowledge in this area.

🏝️ Benefits

• Medical, Dental, and Vision Benefits

• Flexible PTO

• Universal Paid Family and Caregiver Leave

• Wellhub+ Gym Memberships

• Pre-tax commuter benefits, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA)

• Company-sponsored One Medical memberships and Citibike memberships

• Medical Travel Benefits

• JOON, a flexible lifestyle spending account that provides our team with a monthly stipend for personal expenses that matter most to them

• Stock Options & a 401k matching program

• A diverse calendar of company-sponsored social events for both in-office and remote employees

• Company-sponsored lunch for all employees at the NY headquarters