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Patrick Johnston

@patrickjohnston1

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I lead SaaS onboarding and customer success for digital health systems, driving adoption, retention, and renewal.

United States

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What I'm looking for

I'm looking to lead SaaS onboarding and customer success initiatives where I can improve time to value, adoption, retention, and client outcomes for complex health system customers.

I've led SaaS onboarding, implementations, and customer success for health systems at Cinnamon Health and Amwell, helping clients move from sales handoff through launch, adoption, and growth. At Cinnamon Health, I manage onboarding for up to 10 concurrent health systems using AI-enabled prior authorization and patient financial assistance solutions.

At Amwell, I managed a $3.9M ARR enterprise health system portfolio with a 100% renewal rate and supported strategic expansions, including embedded lab orders and prescriptions for CVS Health. Across telehealth, critical communications, and managed IT services, I've built repeatable processes, coordinated technical integrations, and turned client feedback into measurable retention and upsell opportunities.

Experience

Work history, roles, and key accomplishments

Implementation Manager

Cinnamon Health

Jan 2026 - Aug 2026 (7 months)

Spearheaded client onboarding for up to 10 concurrent health systems for a SaaS platform automating prior authorization and patient financial assistance workflows. Led process and documentation initiatives to reduce time to value, and coordinated integrations using SSO, HL7, SFTP, and FHIR.

SaaS Onboarding Client Onboarding Process Improvement Workflow Optimization Training SSO HL7 SFTP FHIR Project Management Customer Success

Customer Success Manager, Customer Experience

Amwell

Dec 2024 - Jun 2025 (6 months)

Managed client engagements and longitudinal relationships to ensure retention and renewals, achieving a 100% renewal rate on a $3.9M ARR book of business. Turned client feedback into upsell opportunities and drove client-centric improvements using JIRA, Salesforce, Gainsight, Looker, and Excel.

Customer Success Account Management Retention Renewals Upselling Jira Salesforce Gainsight Looker Excel client feedback Data Analysis

Sr. Implementation Manager (& CSM), Strategic Accounts

Amwell

Apr 2024 - Dec 2024 (8 months)

Managed longitudinal relationships for large strategic accounts during and after upsell development and customizations. Coordinated technical discovery sessions, defined guardrails, and collaborated with leadership to manage expectations and escalations for on-time delivery.

Strategic Accounts Implementation Management Customer Success Stakeholder Management Escalation Management Project Management

Implementation Manager (& CSM), Professional Services

Amwell

Mar 2021 - Apr 2024 (3 years 1 month)

Drove telehealth implementations and expansions for up to 12 concurrent health systems, maintaining client relationships post go-live as a functional customer success manager. Conducted workflow sessions, gap analyses, and training to manage change and reduce time to value.

Telehealth Implementation Management Customer Success Workflow Analysis Gap Analysis Training Change Management Process Improvement Project Management

Client Manager, IT Managed Services

Encore Technology Group

Apr 2019 - Mar 2020 (11 months)

Defined a newly created position responsible for developing onboarding and client success processes for IT Managed Services clients. Analyzed heat maps and system metrics for optimization and upsell opportunities, and managed engineering and structured cabling projects.

Client Onboarding Client Success IT Managed Services Data Analysis Process Development Project Management Technical Support Upselling

Sr. Project Manager, Critical Communications Systems

Spok, Inc.

Jan 2014 - Apr 2019 (5 years 3 months)

Drove implementations of critical communications software in 911 centers, healthcare facilities, and campuses from sales handoff through system acceptance. Managed delivery of solutions including middleware, call handling, and E911, coordinating cross-functional teams and live system cut-overs.

Project Management Critical Communications Software Implementation Middleware E911 Cross functional Coordination Stakeholder Management

Project Manager and Sr. Project Manager and Sales Engineer

Federal Signal

Jul 2007 - Jan 2014 (6 years 6 months)

Deployed hospital-based systems involving personal alerting, escalation management, and radio interoperability, including planning, install, test, training, and optimization. Coordinated fully-integrated industrial systems and developed as a product SME and sales engineer to support healthcare sales.

Project Management System Deployment Alerting Training Sales Engineering SME Healthcare Integration