Customer Success Manager

Nearly all disease will become treatable in our lifetimes. At the same time, drug discovery is quickly becoming an engineering discipline. There has never been a more exciting time for new biotech research to solve humanity’s most fundamental problems.

At Mandolin, we’re building the “last mile” delivery infrastructure to accelerate this unbounded future of cutting-edge drugs — cell/gene therapies and biologics for Alzheimer’s, cancer, schizophrenia, genetic disorders, amongst many others. Reasoning-adept LLMs uniquely unlock the opportunity to bridge this market gap. We’re starting with an “AI knowledge worker” for clinics administering these drugs, and then partnering with health insurers and pharma companies to bring drug breakthroughs to market at scale.

Ultimately, our mission is to substantially extend healthy human lifespans by minimizing the time it takes to bring life-changing drugs to patients.

We’re a lean, aggressive team of former founders set on building a new generational incumbent in healthcare. We’ve raised substantial institutional funding from the best healthcare AI investors like SignalFire, Maverick, and ex-Thrive GP Gaurav Ahuja (including first institutional checks into rocketships like Hims&Hers, Ro, Grow Therapy, Cityblock, and Devoted Health).

Mandolin was founded by Will Yin and Rohit Rustagi — Stanford dropouts and second-time exited founders — alongside teammates from Google, Stanford, Genentech, and others.

Why work at Mandolin?

We’ve found market fit and are building out our founding team very quickly. Reasons to join:

• We have incredible market pull and are already working closely with some of the largest healthcare providers all over the country.

• We’re solving a difficult technical problem, which unlocks a massive $30B+ market opportunity and enormous impact once solved.

• You’ll get to define the future of the company from the ground floor, alongside a world-class team from Stanford, Google, and Palantir.

• We are building an in-office culture in SF, while still being able to hire the best talent from anywhere. We will offer relocation to accommodate our in-office culture.

Who we’re looking for

You’d be a perfect fit for our team if you…

• Excel in building and nurturing customer relationships, especially in fast-paced, high-growth environments.

• Are passionate about ensuring customers achieve their goals and realize the full value of the product.

• Are empathetic and solutions-oriented, always ready to dive deep into challenges and identify opportunities.

• Are organized and proactive, with a knack for balancing multiple priorities without losing sight of the big picture.

• Love creating systems and processes to streamline customer engagement while maintaining a personal touch.

What you’ll work on

As a founding Customer Success Manager at Mandolin, you’ll play a critical role in helping our customers succeed, acting as their advocate and ensuring they derive maximum value from our platform. You’ll work closely with cross-functional teams to deliver exceptional experiences and shape the future of customer success at Mandolin. Specific responsibilities include:

• Serving as the primary point of contact for customers, ensuring their needs are met and their voices are heard.

• Onboarding new customers and guiding them through the implementation process to ensure a smooth start.

• Proactively identifying opportunities to drive customer engagement, retention, and satisfaction.

• Collaborating with the product and engineering teams to communicate customer feedback and influence product roadmaps.

• Developing and implementing scalable processes for customer success and support.

• Monitoring customer health metrics and addressing risks or challenges to ensure long-term success.

• Acting as a trusted advisor, helping customers maximize the value of our platform and achieve their goals.

Qualifications

• 3+ years of experience in customer success, account management, or a related role.

• Strong interpersonal and communication skills, with a proven ability to build relationships and trust.

• Excellent problem-solving skills, with a solutions-oriented mindset.

• Experience working with SaaS platforms or in tech-focused roles is a plus.

• A passion for helping customers succeed, coupled with strong organizational skills.

• Experience in startups or scaling customer success processes from scratch is highly desirable.

--

If this sounds awesome, send us a note at hiring@mandolin.com.