Company Overview: Develo is a pioneering startup dedicated to empowering independent pediatric practices to achieve exceptional clinical, operational, and financial outcomes through the adoption of a cutting edge pediatrics electronic medical records (EMR) product. By developing the modern operating system for pediatrics, Develo seeks to revolutionize pediatric care delivery from how families are engaged to how pediatricians run their practice.
Position Overview:
Develo is hiring an experienced Customer Success Manager (CSM) to drive Develo implementation and support efforts across our pediatric practice customers. Reporting directly to the CEO, you will play a pivotal role in shaping our customer success strategy and driving adoption of Develo’s modern EMR in a dynamic startup environment.
As the inaugural CSM, you must thrive in environments characterized by rapid change, and possess a high level of self-sufficiency, particularly in activities centered around onboarding new practices to Develo, and working with them post go-live on their support needs. You will be provided with a comprehensive playbook to guide your customer success efforts, supplemented by mentorship from Develo’s CEO and CTO co-founders. Prior experience in US healthcare and B2B SaaS (Software-as-a-Service) is highly valued.
This role offers a distinctive opportunity for an experienced professional to delve into the burgeoning field of health-tech, immerse themselves in the intricacies of complex software implementation, and directly contribute to improving pediatric care in the United States. If you are driven by a thirst for knowledge, excited about navigating the complexities of pediatric software, and eager to roll up your sleeves at an innovative startup, we warmly encourage you to apply.
Responsibilities:
Seamlessly transition new Develo customers from the sales team to the customer success team, and initiate the Develo EMR implementation process against agreed-upon timelines
Build long-term relationships with Develo’s pediatric practice customers, and ensure that their questions, concerns, and feedback are heard and addressed
Drive customer-facing Develo EMR implementation efforts, with a focus on proper configuration and customization for each practice, as well as robust user training across a range of clinical, administrative, and billing-oriented practice staff roles
Drive customer-facing Develo EMR support efforts, with a focus on ensuring practice needs are appropriately met
Coordinate internally within Develo on customer implementation and support requirements, especially with regards to data migration and product feature enhancements that are needed
Collaborate closely with the CEO and CTO to assess the effectiveness of customer success strategies and tactics, and refine Develo’s white glove approach as needed
Qualifications:
3+ years of customer success-relevant experience, with focus on strong client hands
Exceptional verbal and written communication skills well-suited for customer implementation and support efforts
Works effectively both independently and collaboratively, and receptive to coaching and feedback
Knowledge and understanding of healthcare operations, especially in an outpatient clinic and/or claims billing context
Experience working in B2B SaaS (Software-as-a-Service) setting
Experience working in a dynamic, fast-paced startup environment with evolving processes
Flexibility to travel in the United States up to approximately once a month (primarily for customer implementation go-live)
Why Join Develo:
Unique opportunity to be part of a dynamic, mission-driven startup revolutionizing pediatric care delivery in the United States
Drive significant impact in a rapidly growing company, while working with a team passionate about improving healthcare outcomes for children
Potential for personal growth and career advancement as the company expands and scales its operations
A collaborative and entrepreneurial environment where your ideas and contributions are valued, encouraged, and rewarded
Competitive compensation package
Comprehensive benefits package including health insurance and retirement plans
At Develo, we are committed to fostering a culture of innovation, collaboration, and excellence in a dynamic startup environment. If you are an experienced Customer Success Manager (CSM) with a background in B2B SaaS looking to drive meaningful impact in healthcare, we invite you to join our team— reach out at recruiting-cs@getdevelo.com.
Employment type
Full-time
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