Customer Success Manager

Develop Health is on a mission to use AI to radically accelerate access to life-saving medications. They are seeking a Customer Success Manager to own the customer relationship after the contract is signed, focusing on implementation, support, and growth. This role involves creating processes for customer success and ensuring a high standard of customer experience.

Responsibilities:

• Shadow 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
• Keeping 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