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Avery, Customer Success Manager at Health Tech Social Services Platform: Advize Career Interview
A career in health tech customer success, as exemplified by Avery, a Customer Success Manager at a social services platform, offers a dynamic and impactful path.
A proactive approach to career development, demonstrated by securing early work experience and persistently seeking advancement, is key.
The role demands strong communication, de-escalation, and data analysis skills, leveraging experience from diverse backgrounds like education and healthcare.
Daily responsibilities involve client interaction, internal collaboration, and KPI analysis to ensure customer satisfaction and ROI. The work is fulfilling, connecting daily tasks to a larger mission of improving healthcare access and community health, although patience is needed to see broad impact.
Entry-level positions exist, including internships and associate roles, requiring people-focused, data-driven, and educational skills. A key takeaway is the importance of networking and leveraging referrals for career advancement.
The health tech industry itself is innovative and addresses systemic challenges, offering opportunities for those with drive and a passion for solving complex problems.
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Avery Tinsley
Customer Success Manager
Health Tech Social Services Platform
University of California, Los Angeles 2020
Johns Hopkins MSEd
Majors
Industries
Job Functions
Traits
Biology & Related Sciences
Technology
Sales and Client Management
Took Out Loans, Worked 20+ Hours in School
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Career Path Of A Customer Success Manager At A Health Tech Platform
Avery's career path reflects a proactive and persistent approach, starting with securing a job "my very first day of college" and consistently seeking opportunities to advance, even "being pushy" to secure roles in research, healthcare, and teaching. This diverse experience, including two years in a psychiatric clinic and two years teaching sixth grade science, ultimately led to their current role in healthcare technology customer success, leveraging their background in education and their passion for addressing systemic healthcare inequities.
Main Responsibilities of a Customer Success Manager at Health Tech Social Services
Avery, a Customer Success Manager at a Health Tech Social Services Platform, focuses on ensuring customer satisfaction, effective product use, and demonstrable value, ultimately driving continued investment. This involves significant client-facing work, actively listening to concerns and feedback, then collaborating internally to address issues and celebrate successes, ensuring that "they love it so much that every year they continue to invest."
A Day In The Life Of A Customer Success Manager At Health Tech Social Services
A day for Avery as a Customer Success Manager involves significant email communication and internal collaboration with various teams, including other customer success managers and product/data teams to analyze key performance indicators ("KPIs") and ensure customer success. This also includes external meetings with both end-users and leadership representatives to confirm a positive return on investment for the customer.
Most Important Skills For A Customer Success Manager At A Health Tech Social Services Platform
Avery, a Customer Success Manager, highlights two crucial skills: mastering "deescalation," drawing on experience from previous roles to handle upset clients and translate their concerns into actionable steps, and possessing strong data analysis skills to transform complex data into easily understandable client reports, leveraging a teaching background to effectively communicate this information.
Favorite Parts of Being a Customer Success Manager at Health Tech Social Services
Avery enjoys the strong people skills aspect of the Customer Success Manager role at the Health Tech Social Services Platform, stating that "people love nothing more than to talk about themselves," making relationship building key to success. The work's impact in the healthcare space is also deeply fulfilling for Avery, who prioritizes a mission-driven organization where "the work...is helping individuals get connected to social services."
Biggest Challenges For Customer Success Manager at Health Tech Social Services
Avery's biggest challenge as a Customer Success Manager at a mission-driven health tech company is the patience required to see large-scale impact; the work, while impactful ("getting clients onto the platform, meeting their success goals"), unfolds slowly, requiring "a lot of patience" to connect daily tasks to the overarching mission of creating "healthier communities."
Favorite Parts of Working in Health Tech as a Customer Success Manager
Avery, a Customer Success Manager in the health tech industry, finds the innovative nature of the field most rewarding, stating that it is "incredibly innovative" and works to address "a relatively broken system". This career path allows Avery to contribute to organizations bridging healthcare gaps within a fragmented system, a departure from previous roles in healthcare and education.
What Type Of Person Thrives In Health Tech, According To A Customer Success Manager At Health Tech Social Services
Success in the health tech industry, particularly in customer success, requires innovative thinkers who can prioritize customer needs and overcome obstacles. Avery describes thriving professionals as possessing "a lot of pushiness, a lot of drive" to find "innovative solutions" for customers, navigating "red tape" to ensure product satisfaction and goal achievement.
What A Customer Success Manager At A Health Tech Company Wishes They Had Known Before Health Tech
Avery, a Customer Success Manager in health tech, wishes someone had emphasized the role's intensely "meeting heavy" nature and the necessity of navigating multiple teams to effectively represent the customer. The job requires creating "a really open communication loop" and proactively designing processes because, in reality, "you are the process."
Entry-level Positions for Aspiring Health Tech Customer Success Managers
Avery, a Customer Success Manager, notes that entry-level roles include "customer success internships" and that many on their team began as "customer success associate[s]," highlighting diverse backgrounds emphasizing "people-focused, data-focused, [and] educational focus." Prior professional experience often leads to entry at a more senior level like "customer success manager or senior customer success manager."
Career Lesson From A Customer Success Manager At Health Tech Social Services Platform
Avery's most significant career lesson, learned during a challenging job search following a tech industry layoff, is to "not apply to a job without a referral." This strategy led to a tenfold increase in networking, resulting in increased confidence and a higher success rate in securing roles.
College Experiences That Helped a Customer Success Manager at Health Tech Succeed
Avery's approach to undergraduate studies prioritized passion and hard work, believing that following one's interests leads to fulfilling career outcomes; the strategy involved actively seeking diverse experiences, even those initially unappealing, building confidence through self-belief and adopting "acting like" the desired future self to achieve career goals.
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