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The Scalpels & Spreadsheets Podcast
The Scalpels & Spreadsheets Podcast explores the future of healthcare through conversations with the builders, investors, operators, and clinicians shaping the industry.
Scalpels & Spreadsheets brings together the global healthcare community through media, curated events, and meaningful connections. The podcast extends that mission beyond the room, amplifying the people and ideas driving healthcare forward when we’re not facilitating them in person.
The Scalpels & Spreadsheets Podcast
#11 Built to Last: Growth & Customer Retention in Healthtech. Caitlin McCabe. Neelam Bance.
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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