Founding Customer Success Manager

About the role

We are seeking a Founding Customer Success Manager to own the post-implementation relationship with our customers and drive long-term platform adoption, retention, and expansion. Reporting to the Head of Pharmacy Operations and PBM Relations, this role involves ensuring customers see measurable value from our platform and scaling their usage over time.

Responsibilities

• Take ownership of a portfolio of customer accounts through implementation and after implementation, becoming their primary point of contact for ongoing success, escalations, and strategic guidance.
• Conduct workflow reviews with customer teams to ensure they are using Develop Health's benefit verification and prior authorization tools effectively and in line with best practices.
• Analyze customer utilization data and health metrics—approval rates, turnaround times, submission volumes, and rejection patterns—to identify opportunities for improvement and proactively surface recommendations.
• Troubleshoot and resolve moderate to complex payer/PBM workflow issues and guide customers through common failure points and edge cases.
• Build early support foundations: work with the team to document customer playbooks, create and/or own internal escalation guides, and help establish repeatable processes as volume grows.
• Partner closely with product and engineering to surface patterns in customer pain, communicate feedback clearly, and help prioritize fixes, without owning the product roadmap.
• Manage customer communications across email, meetings, and Slack with clarity, professionalism, and empathy, especially in high-stakes patient situations. Ensure you know the cost of a customer waiting hours for a response and constantly push to shorten it.

What You’ll Own

• Develop and execute scalable customer success playbooks that can be replicated across new accounts and market segments as Develop Health grows.
• Lead quarterly business reviews (QBRs) with customer leadership, presenting data-driven narratives on platform performance, clinical impact, and cost savings.
• Identify at-risk accounts early through data signals and proactive outreach, and drive interventions that improve retention.
• Proactively drive adoption and expansion within existing accounts - deepening usage, scaling NPIs, and expanding into new products (expansion within accounts, not net-new logo sales, which sits with the AE team).
• Serve as the voice of the customer internally - shaping how product, operations, and engineering think about real-world drug access workflows and pain points.
• Help create training materials and resources for both customers and internal teams to scale knowledge and reduce repetitive support work.

What You’ll Bring On Day 1

• 3–7+ years of professional experience, with at least 2 years in a customer-facing, account management, identifying gaps and implementing new process or customer success role.
• Strong analytical skills - comfortable reviewing data dashboards, identifying trends in claims or utilization data, and translating findings into clear recommendations.
• Excellent written and verbal communication, including the ability to develop and deliver presentations to operational and executive-level stakeholders.
• A self-driven, results-oriented work ethic with high autonomy - you take initiative with little direction and own your outcomes. You prioritize sharply across competing customer demands, decide what to own versus escalate, and drive urgency when something needs to move.
• You're AI-first, constantly looking for ways to automate your own work so you and the team move faster.
• An empathic communicator with a consultative approach who can build trust with clinical staff, operations teams, and customer leadership alike.

Preferred

• Prior experience at a high-growth health-tech startup or early-stage company where you helped build customer success processes from scratch.
• Exposure to PBM operations, formulary management, or value-based care models.
• SQL proficiency or comfort working with data tools to pull your own insights.

What We Offer

• Competitive base salary plus meaningful early-stage equity.
• Health, dental, and vision coverage; flexible PTO.
• A high-end workstation and tooling budget.
• The opportunity to join a small, elite team at a pivotal growth moment—where your work directly impacts hundreds of thousands of patients every month.