Post by Pylon

This morning, our spotlight is on 🔆 Devin Hicks 🔆 Devin has over five years of experience in customer success and account management within the healthcare technology industry. He currently serves as a Senior Customer Success Manager at TigerConnect, where he partners with health systems and provider organizations to drive strategic adoption, optimize clinical and operational workflows, and demonstrate measurable business value through digital communication and care coordination solutions. 𝗛𝗼𝘄 𝗱𝗶𝗱 𝘆𝗼𝘂 𝗴𝗲𝘁 𝗶𝗻𝘁𝗼 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀? I started my Customer Success career at Unite Us after being recruited from the senior living industry. Before transitioning into health tech, I worked in healthcare operations and direct care, which gave me a firsthand understanding of the challenges patients, caregivers, and healthcare organizations face. I quickly realized CS was a natural fit because it combined my passion for healthcare with my strengths in relationship building, problem-solving, and collaboration. Throughout my career in health tech, I’ve been fortunate to work for companies solving meaningful problems — from improving care coordination and behavioral health access to helping health systems communicate more effectively. What continues to motivate me is seeing how the right technology can positively impact both patients and the healthcare workers delivering care. 𝗪𝗵𝗮𝘁 𝗮𝗱𝘃𝗶𝗰𝗲 𝘄𝗼𝘂𝗹𝗱 𝘆𝗼𝘂 𝗴𝗶𝘃𝗲 𝘁𝗼 𝘀𝗼𝗺𝗲𝗼𝗻𝗲 𝘀𝘁𝗮𝗿𝘁𝗶𝗻𝗴 𝗶𝗻 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀? My biggest advice is to never lose sight of the people using your product every day. Executive relationships are critical, but some of the most valuable insights I’ve gained have come from conversations with end users. Those conversations help uncover challenges that may not surface in executive meetings and often lead to opportunities to create more value. I’ve seen firsthand how frontline feedback can strengthen customer relationships, improve adoption, and uncover growth opportunities. I’d also encourage new CSMs to continuously invest in product knowledge and internal relationships. The stronger your understanding of the product, the customer’s workflows, and the teams supporting them, the more effectively you can anticipate needs, provide solutions, and become a strategic partner instead of simply a point of contact. (Continued in the comments)