Customer Success Manager (Digital Health & Pharmacy)
Develop Health · San Francisco
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 Customer Success Manager to own a book of 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 learn each customer's goals and follow through on what you commit to. You'll watch usage and support data to catch problems early, and bring forward places where customers could send us more volume.
Candidates from outside healthcare are welcome. You'll need to learn a complex domain quickly.
What You'll Do
Own a book of accounts
Be the main post-sale contact for a set of digital health and pharmacy customers.
Agree on success criteria with each account and track them.
Run regular check-ins and business reviews using our templates, and improve them as you go.
Protect and grow revenue
Watch account health and act on early signs of trouble.
Support renewals and flag expansion opportunities to the team.
Be the customer's voice inside Develop Health
Bring feedback and recurring issues to product and engineering, with examples.
Resolve customer issues end to end, and escalate the complex ones with the right context.
What You'll Bring On Day 1
3+ years in a post-sale, account-owning role (Customer Success, Account Management) with named accounts.
Outcomes you can point to. Renewals, saves, or growth on accounts you owned.
B2B experience. Your customers were companies.
Follow-through. You track what you owe people and close the loop without being chased.
Comfort with data. You can read a dashboard and explain what changed.
What You'll Need To Learn Quickly
Our domain: prior authorization, benefit verification, PBMs and payers, and why they matter to our customers.
Our customers' businesses: how a telehealth company or a pharmacy works day to day.
Our product: what it does, and how to explain it plainly.
Bonus Points
Account management at a health-tech company, a pharmacy, or a pharma services company.
Pharmacy tech (CPhT) or pharmacy operations experience in a customer-facing role.
Supported high-volume or integration-heavy customers (APIs, EHRs).
Experience at an early-stage startup.
Experience with CS tools (Pylon, Gainsight, Vitally).
This Might Not Be The Right Fit If
You want a quota. New logos belong to our sales team.
You prefer working a support queue. You'll solve customer issues end to end, and you'll also own account health and support renewals.
You want to manage people right away. This is an individual contributor role.
You need a lot of structure. Helping build it is part of the job.
What We Offer
Competitive base salary plus meaningful early-stage equity.
Health, dental, and vision coverage, 401k matching, plus flexible PTO.
A clear path to a strategic book of accounts as we grow.
Work that directly speeds up access to medication for hundreds of thousands of patients.
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