Building & Scaling Customer Success Infrastructure Across Early-Stage Health Tech
Context
IMPaCT Customer Success Team Retreat, 2025
At IMPaCT Care, rapid growth in enterprise partnerships across health systems, Medicaid organizations, and national partners created the need for a more structured and scalable Customer Success function.
The organization was transitioning from a highly hands-on, reactive model to one that could support multi-million dollar partnerships, drive consistent outcomes, and scale effectively across diverse healthcare environments.
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The Challenge
- Customer Success was a newly formed function requiring full operationalization and standardization
- Undefined team structure, roles, and responsibilities limited scalability and accountability
- Limited systems, data, and playbooks led to variability in implementation, account management, and customer experience
- Increasing enterprise complexity required more coordinated, lifecycle-based engagement
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Leadership
- Built and led a Customer Success team supporting enterprise health systems, payers, and public-sector partners
- Owned the customer lifecycle from onboarding through adoption and performance
- Established clear roles, accountability, and operating expectations across the team
- Partnered with executive stakeholders and aligned cross-functional teams across product, clinical, and operations
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Outcomes
- Established a scalable Customer Success operating model, improving consistency across implementation, adoption, and account management
- Defined team structure, roles, and a staffing capacity model to support scalability and effective resource planning
- Standardized the customer journey with playbooks, tools, and templates, reducing time to value and improving customer experience
- Developed a customer health score and performance metrics, enabling earlier risk identification and more proactive renewal management
- Improved delivery consistency and team effectiveness, supporting retention, expansion, and long-term growth