Strategic Customer Success Manager (Digital Health & Pharmacy)

Develop 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 been growing rapidly and over the past couple of years have helped over 2.5 million patients!

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 Role

We're hiring a Strategic Customer Success Manager to own our largest digital health and pharmacy accounts after they sign.

This role doesn't carry a quota. You're measured on retention, renewals, and volume growth from your accounts, and you'll work closely with product and engineering.

Day to day, you'll set success criteria with each customer, catch risk early from usage data, and find where accounts can grow. As we add customers, you'll also build the account plans and QBR templates the rest of the team will use.

You don't need a healthcare background, but you need to learn a complex domain quickly.

What You'll Do

• Own a book of strategic accounts
• Be the main post-sale contact for our highest-value digital health and pharmacy customers.
• Agree on success criteria with each account and track them.
• Run QBRs that tie platform performance (approval rates and turnaround time) to the customer's own goals.
• Protect and grow revenue
• Spot at-risk accounts early from usage and support data, and run the plan to turn them around.
• Own renewals and find room to expand, like more volume or new sites.
• Work with our account executives when an expansion needs a commercial conversation.
• Be the customer's voice inside Develop Health
• Bring patterns from your accounts to product and engineering, with a clear read on impact.
• Handle the complex escalations yourself, and route the rest to the right person.
• Build the playbook
• Turn what works on your accounts into templates and processes the team can reuse.
• Help set how we score account health and when we step in.

What You'll Bring On Day 1

• 5+ years in a post-sale, account-owning role
• (Customer Success, Account Management, Strategic AM) with a named book of business.
• Retention and growth you can point to.
• Renewals, NRR, saves, or volume growth on accounts you owned.