Strategic Customer Success Manager (Digital Health & Pharmacy)

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.
• B2B experience. Your customers were companies.
• Proactive account work. Account plans, success criteria, health scoring, and QBRs you ran yourself.
• Comfort with data. You read a dashboard and turn what changed into a plan.
• Executive presence. You're comfortable running a meeting with a customer's COO or head of pharmacy.

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 makes money, and where we fit.
• Our product: what it does well and where it's still improving.

Bonus Points

• 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.

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 handle hard escalations, and most of your time goes to account plans, renewals, and expansion.
• You want to manage people right away. This is an individual contributor role.
• You need a lot of structure. Building 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.