Strategic Customer Success Manager (Digital Health & Pharmacy)

Develop Health uses AI to radically accelerate access to life-saving medications by automating complex, manual healthcare processes such as benefit verification and prior authorization. The company partners with large pharmacy benefit managers and payers. The role involves owning the largest digital health and pharmacy accounts after they sign. This role carries no quota; success is measured on retention, renewals, and volume growth. The position is an individual contributor role.

Responsibilities

Be the main post-sale contact for the 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; 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, such as more volume or new sites; Work with account executives when an expansion needs a commercial conversation; Bring patterns from accounts to product and engineering with a clear read on impact; Handle complex escalations and route the rest to the right person; Turn what works on accounts into reusable templates and processes; Help set how account health is scored and when the team steps in

Requirements

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); B2B experience, with customers that were companies; Proactive account work (account plans, success criteria, health scoring, and QBRs you ran yourself); Comfort with data (reading a dashboard and turning what changed into a plan); Executive presence (comfortable running a meeting with a customer's COO or head of pharmacy); Ability to learn quickly the domain (prior authorization, benefit verification, PBMs and payers), customers' businesses (how a telehealth company or pharmacy makes money), and the product

Nice to have

Account management at a health-tech company selling to providers, telehealth companies, or pharmacies; Account management at a pharma manufacturer or pharma services company; Built a CS or AM function at an early-stage startup; Women's health, GLP-1, or weight-management telehealth accounts; Experience with CS tools (Pylon, Gainsight, Vitally) or light SQL

Benefits

Competitive base salary; Meaningful early-stage equity; Health, dental, and vision coverage; 401k matching; Flexible PTO; A clear path to a strategic book of accounts as the company grows