The most successful Enterprise SaaS companies know that growing revenue only through new customer acquisition is the less efficient way to scale. Rather, they understand that growing revenue within your existing customer base - through up-sells, cross-sells, and expanded use - is the most profitable way to scale. In fact, Enterprise SaaS companies that grow revenue - and company valuation - by expanding revenue within their existing customer base also know the key to making this work is to focus on - and operationalize - Customer Success. This presentation - Customer Success for Healthcare Software- is from Pulse 2014, the biggest Customer Success industry event ever and included panelists from Castlight Health, OnShift, CareCloud

1. Customer Success for
Healthcare Software
Virginia Jaramillo, Castlight Health Richard Lopez del Rincon, CareCloud
Mark Woodka, OnShift

2. Mark Woodka
OnShift, Inc.
Long-term care and senior living providers rely on OnShift
staff scheduling and labor management to control labor
costs and increase efficiencies so nurses have more time
for care. OnShift predicts and prevents overtime and
understaffing while dramatically reducing time spent on
scheduling and managing open shifts. Fully integrated with
time-keeping, HR, clinical and payroll systems, OnShift
provides a unified view into staffing levels and labor costs
across healthcare settings .
CEO, OnShift

3. OnShift Customer Success Team and Challenges
• Customers are not tech savvy
• Each customer “site” must be
treated as an independent
customer
• Average customer
• High employee turnover
• Differing levels of
management involvement
• Customer Success team structure
• Customer Success Associate
• Monitor Gainsight alerts
• Provide support for named
accounts
• Customer Success Manager
• Proactively engage with
customer executives
• Works with CSA partner

4. OnShift 2014 Goals
• Maintain negative churn
• Reduce actual churn
• Increase sites a CSA can
manage to 350
• Identifying themes through
Gainsight – wholistically
addressing across company
• Leverage Gainsight,
Salesforce and Zuora into a
highly automated customer
success platform
• Apply data science in 2015
to identify leading indicators
of churn and customer
success

5. OnShift Learnings
• Churn is reactive
• Be proactive by focusing on continuous adoption
• Remind your customers continuously of your value to
them
• Throwing bodies at the problem is not the answer –
look to technology and data science

6. OnShift Learnings – Be Cautious with Metrics
• Don’t look only at accepted industry standard
definitions of churn
• Churn can remain flat while revenue replacement
costs skyrocket
• A reduction of $1 in churn has a financial value of
twice the ARR
• Assumes a $1 CAC ratio

7. Virginia Jaramillo
Great healthcare builds great business.
Director,
Customer Success & Operations

8. Castlight Health at a glance
Great healthcare
builds great business.
Vision Offering
Empowers businesses
& families with our
Enterprise Healthcare
Cloud
Customers
100+
customers
20+
Fortune 500
25
industries
50
states

9. • Delight and retain our customers
• Expand our business with value-add offerings to
customers
• Scale our operations to ensure rational service levels
Castlight customer success goals

10. Best practices in a rapidly changing industry
• Email
• Print promotion
• Ground strategy
• Gender
• Digital promotion
• Size
• Incentives
Driving employee engagement

11. Richard Lopez del Rincon
CareCloud
Executive Vice President, CareCloud
CareCloud is the leading provider of cloud-based practice management,
electronic health record (EHR), and medical billing software and services for
medical groups. The company’s products are connecting providers to one
another – and to their patients – through a fully integrated digital healthcare
ecosystem that can be accessed on any browser or device.
CareCloud is helping thousands of physicians to increase collections,
streamline operations and improve patient care in over 48 states, and
currently manages over $3 billion in annualized accounts receivables on
behalf of its revenue cycle management clients.

12. • Begin with the end in mind
- What does CS look like?
• Pick a transformation framework
- 4 planks across 5 phases
• Student of the game
- Research
- Network
- Vet CS apps
- Speak to clients
• People, process and technology
• Customer Experience Map
• Holistic approach
• CS Definition for your organization
Building a Customer Success Transformation Plan

13. Customer Success Definition
1.(Over) achieve success KPIs
2.Client SAT rating of 9 or 10
3.CareCloud Evangelist – referrals & references
4.Purchases new products and services
5.Client is engaged

14. Q & A