#11 Built to Last: Growth & Customer Retention in Healthtech. Caitlin McCabe. Neelam Bance.

Fireside chat from the She Speaks Health event held in Toronto July 2025.Caitlin McCabe brings deep expertise in customer success, with a focus on driving growth and long-term retention. She currently leads customer success at one of Canada’s top digital health companies, overseeing enterprise-level partnerships and helping teams scale sustainably by keeping customers engaged.She’s joined by Neelam Bance, whose career began in pharma and has evolved into a leadership role in precision medicine. At MedGeneius, she’s helping bring pharmacogenetic insights to the forefront of care, supporting hospitals, labs, and providers in reducing adverse drug reactions, improving medication efficacy, and lowering unnecessary healthcare costs.Together, they unpack the often-overlooked side of scaling a business, retention. Drawing from two distinct perspectives, Caitlin and Neelam share practical lessons from the front lines of growth.Check out MedGeneius: www.medgeneius.com