I help digital health companies turn complexity into measurable outcomes for clients and their members. Almost 20 years making customer success work where traditional SaaS playbooks fail, now leveraging AI and automation to scale what used to require entire teams.
Not because companies don't care about their clients, but because most CS playbooks were built for traditional SaaS. Digital health isn't traditional SaaS.
In this space, the "customer" is rarely one person. It's a health plan executive who needs ROI for their board. A clinic administrator tracking CPT reimbursement. A provider who barely has time to see patients. And a member who never asked for your product in the first place. If any one of those stakeholders doesn't see value, the whole engagement falls apart.
On top of that, you're navigating HIPAA, CMS requirements, value-based care models, and revenue structures ranging from PEPM contracts to remote patient monitoring codes to outcomes-based arrangements. The typical CS leader walks into this environment and struggles. Not because they lack talent, but because the playbook they know doesn't map to the complexity they're facing.
How I created a CS function at a digital therapeutics company with a revenue model tied entirely to patient engagement.
Voluntis developed FDA-cleared digital therapeutics for chronic condition management. Their revenue was tied to CPT remote patient monitoring codes, meaning if patients stopped using the app or providers stopped prescribing it, revenue stopped. Customer success wasn't just important: it was the revenue engine.
When I joined, there was no CS function. No onboarding program, no health scoring, no journey mapping, no systematic way to drive adoption. Sales would close a deal and then there was a gap.
Every account had three stakeholder groups with different value drivers. Clinic administrators cared about CPT reimbursement revenue. Providers cared about patient adherence and clinical outcomes. Patients cared about feeling better. If any one group didn't see value, the entire account was at risk.
I pitched the founders on creating a formal CS function, then built the entire program in 90 days: detailed stakeholder personas, journey maps, high-touch onboarding, a CS platform for health scores and early warning workflows, executive and customer-facing dashboards, and the team to run it all.
I worked directly with EHR administrators to set up order sets, tracked CPT reimbursement at the code level, and conducted QBRs covering both fee-for-service and ACO financial metrics. This level of financial fluency built deep trust with administrators and drove expansion.
This demonstrates the ability to build from zero, deep understanding of healthcare revenue models, skill in managing multi-stakeholder complexity, a systematic and scalable approach, and the instinct to connect every CS activity to revenue outcomes.
Whether you're building a CS function, solving retention challenges, or need someone who understands the intersection of healthcare and customer success.