Customer Experience Manager

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 achieved 10x revenue growth over the past year, growing from $0 to >$10M in annual recurring revenue in less than 2 years, and currently help more than 400,000 new patients every month.

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.

We’re hiring a Customer Experience Manager to own the post-implementation relationship with our customers and drive long-term platform adoption, retention, and expansion. Reporting to the Head of Pharmacy Operations and PBM Relations, you will be the strategic point of contact for healthcare organizations after they go live on Develop Health—ensuring they see measurable value from our platform and scale their usage over time.

This role is built for someone with a background who can speak the language of the pharmacists, nurses, and care teams using our tools every day and understand their experience with the technology. You’ll combine that fluency with a data-driven approach to customer success—reviewing utilization metrics, identifying trends, and turning insights into action plans that drive outcomes for our customers and their patients.

Your frontline perspective will be critical in shaping what we build. You’ll partner closely with product and engineering to surface real-world feedback and help prioritize improvements that matter most to our users.

This role is for someone who thrives in a fast-moving, high-autonomy environment. Healthcare experience is essential; startup experience is a strong plus. This role is in office in Menlo Park three days a week.

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  Take ownership of a portfolio of customer accounts through implementation and after implementation become their primary point of contact for ongoing success, escalations, and strategic guidance.

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  Conduct workflow reviews with customer teams to ensure they are using Develop Health’s benefit verification and prior authorization tools effectively and in line with best practices.

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  Analyze customer utilization data and health metrics—approval rates, turnaround times, submission volumes, and rejection patterns—to identify opportunities for improvement and proactively surface recommendations.

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  Troubleshoot and resolve moderate to complex payer/PBM workflow issues and guide customers through common failure points and edge cases.

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  Build early support foundations: work with the team to document customer playbooks, create and/or own internal escalation guides, and help establish repeatable processes as volume grows.

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  Partner closely with product and engineering to surface patterns in customer pain, communicate feedback clearly, and help prioritize fixes—without owning the product roadmap.

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  Manage customer communications across email, meetings, and Slack with clarity, professionalism, and empathy—especially in high-stakes patient situations.

• Develop and execute scalable customer success playbooks that can be replicated across new accounts and market segments as Develop Health grows.

• Lead quarterly business reviews (QBRs) with customer leadership, presenting data-driven narratives on platform performance, clinical impact, and cost savings.

• Identify at-risk accounts early through data signals and proactive outreach, and drive interventions that improve retention.

• Serve as the voice of the customer internally—shaping how product, operations, and engineering think about real-world drug access workflows and pain points.

• Help create training materials and resources for both customers and internal teams to scale knowledge and reduce repetitive support work.

• 3–7+ years of professional experience, with at least 2 years in a customer-facing, account management, identifying gaps and implementing new process or customer success role.

• Strong analytical skills—comfortable reviewing data dashboards, identifying trends in claims or utilization data, and translating findings into clear recommendations.

• Excellent written and verbal communication, including the ability to develop and deliver presentations to operational and executive-level stakeholders.

• A self-driven, results-oriented work ethic with high autonomy—you take initiative with little direction and own your outcomes.

• Empathic communicator with a consultative approach who can build trust with clinical staff, operations teams, and customer leadership alike.

• Preferred: Working knowledge of pharmacy benefits, benefit verification, prior authorization, or commercial health insurance operations.

• How Develop Health’s AI platform handles benefit verification and prior authorization end-to-end—including the nuances of payer-specific rules, formulary logic, and automation workflows.

• Our internal systems, tools, and customer success processes—including how we track customer health, escalate issues, and coordinate across product, engineering, and operations.

• The specific payer and PBM landscape our customers operate in—who the key players are, how their rules differ, and where the most common friction points occur.

• How to read and interpret our data and reporting dashboards to build compelling QBR narratives and proactive outreach strategies.

• Prior experience at a high-growth health-tech startup or early-stage company where you helped build customer success processes from scratch.

• Exposure to PBM operations, formulary management, or value-based care models.

• SQL proficiency or comfort working with data tools to pull your own insights.