Customer Success Manager

Customer Success Manager LocationMenlo ParkEmployment TypeFull timeLocation TypeOn-siteDepartmentOpsCompensationBase Salary $150K – $190K • Offers EquityDevelop Health is on a mission to use AI to radically accelerate access to life-saving medications. By automating complex, manual healthcare processes—like benefit verification and prior authorization—we’ve achieved 10x revenue growth over the past year, growing from $0 to >$10M in annual recurring revenue in less than 2 years, and currently help more than 400,000 new patients every month.We’re partnering with some of the largest pharmacy benefit managers and payers in the nation, revolutionizing how healthcare interactions occur by eliminating human delays and inefficiencies. Our small, elite team of founders and engineers have previously launched and exited successful healthcare startups including Rupa Health and Canvas Medical. We are now scaling rapidly following a major funding round.About The RoleWe're hiring a Customer Success Manager to own the customer relationship end to end after the contract is signed: implementation, go-live, support, and long-term adoption and growth. You'll report to our Head of Pharmacy Operations and PBM Relations and be the second person on our customer-facing post-sales team. It's a player-coach role: senior IC today, growing into leading the function as our customer base scales.Two things define success in this role:You build the machine, not just run it. The processes that scale customer success here don't exist yet. You spot the gaps and create the playbooks, escalation paths, and repeatable processes without being asked, and you get teams to actually adopt them.You hold a world-class bar for customer experience. You know the cost of a customer waiting hours for a response, and you go beyond what's asked to make our users successful.You'll learn to speak the language of the pharmacists, nurses, and care teams using our tools every day, pair that fluency with utilization data, and turn what you find into action plans that drive outcomes for customers and their patients. Your frontline perspective shapes what we build: you'll partner closely with product and engineering to prioritize the improvements that matter most.You don't need a healthcare background, but you do need to learn a complex domain fast. Startup experience is a strong plus. This role is in office in Menlo Park three days a week.What You’ll Do – Impact In Your First 3–6 MonthsShadow one full implementation, then take primary ownership of the next. You'll own the playbook from contract signature through go-live.Document the implementation workflow end to end and propose specific simplifications, so the next ten implementations are smoother than the last.Own the customer support function: the inbound queue, escalation paths to product and engineering, and response SLAs that are published and measured.Review customer health weekly (utilization, approval rates, turnaround times, rejection patterns) using our dashboards and AI tooling, and turn what you find into proactive recommendations.Deliver your first quarterly business review, tying platform performance to clinical and cost outcomes, and turn it into a repeatable template.What You’ll Own – Driving Growth Beyond 6 MonthsKeeping our customers successful for the long haul: spotting at-risk accounts early through data signals and stepping in before small issues become big ones.A regular voice-of-the-customer loop with product and engineering, so the patterns you see in customer pain turn into prioritized product improvements.Growing existing accounts by scaling NPIs and introducing new products (growth within accounts, not net-new sales, which sits with the AE team).Playbooks and training materials that scale knowledge across customers and the internal team as we grow.What You’ll Bring On Day 13-7+ years of professional experience, with at least 2 in customer success, account management, or another customer-facing role.A knack...