Meet Our Partner Success Managers: Haven’s Passion for Helping Hospitals Succeed
Quick Facts
- Years at SwipeSense: Nearly 4
- Background: Customer Service, Marketing
- Recent Achievement: Leapfrog Coach certification
- Notable Impact: 17% improvement in hand hygiene compliance despite stagnation and anonymous monitoring challenges
Continuing our exploration of the passionate Partner Success Managers behind SwipeSense’s success, we turn the spotlight to Haven. Recently promoted to Director of Partner Success, Haven’s unique background brings a refreshingly different perspective to her role as a PSM, showing how diverse experiences can create exceptional value in an industry that’s constantly evolving.
The Path to Partner Success
How did you find your way to the PSM role?
Haven’s journey to becoming a PSM showcases her natural affinity for customer success. Unlike some of our team members with healthcare backgrounds, Haven’s career began in an entirely different sector — working for a chemical company right out of college during an economic downturn.
“I started as a receptionist. I was very thankful to get a job,” Haven recalls. “I very quickly transferred into their customer service role, and I loved it. I absolutely loved the customer service aspect of my job.”
This early experience ignited Haven’s passion for customer success, which would become a recurring theme throughout her career. After the chemical company, she moved into the food industry, taking on marketing roles where she handled new store openings and worked directly with franchisees.
While Haven enjoyed aspects of marketing, she realized where her true passion lay. “My favorite part of the job was making sure the customers had a good experience,” she explains. “The marketing side was secondary. My true passion lies with success.”
During the COVID-19 pandemic, when many were reconsidering their career paths, Haven connected with Clean Hands Safe Hands (now part of SwipeSense). The opportunity aligned perfectly with her desire to return to customer success while also making a meaningful difference.
“I want to make a difference in the world,” Haven says. “When I worked in marketing, it was for a phenomenal company. But at the end of the day, I wasn’t really doing anything to help anyone … It’s great to be at a company now where I feel like I’m doing something to better the lives of human beings.”
A Day in the Life
What makes a PSM successful in their role?
For Haven, success as a PSM comes from helping others achieve their goals while overcoming the unique challenges of implementing behavioral change in healthcare settings.
“My passion is really helping other people succeed,” Haven shares. “I love working with the Infection Preventionists and determining what their goals are, what objectives they need to meet, and then helping them do that.”
One of the most significant challenges Haven navigates is what she calls the “big brother” perception that can arise with monitoring technology. “One of the biggest challenges is overcoming this fear of ‘they’re watching me, they can tell where I am,'” she explains. “A lot of that translates into data denial as well.”
Haven’s approach to overcoming this challenge begins with a fundamental principle: “Our system is not punitive. We do not want it to be used for any type of negative [consequence] … We want it to be something that is used to make things better.”
This positive, improvement-focused mindset is central to Haven’s success with hospital partners. Through validation exercises, individual coaching, and a consistent emphasis on improvement rather than punishment, Haven helps transform initial resistance into engaged participation.
Success Stories
What remarkable outcomes have you witnessed in your role?
As the recently promoted Director of Partner Success, Haven takes great pride in the achievements of her team, highlighting a particularly impressive case where a PSM transformed a challenging situation into a remarkable success story.
“We have a partner success manager who is managing a hospital that had been stagnant for a very, very long time,” Haven explains. “I’m talking over four years with minimal improvement.”
The breakthrough came when Haven’s team member implemented a creative approach tailored to the hospital’s specific needs. “She started working with them and developed a competition strategy,” Haven shares. “They’ve seen a 17% hand hygiene performance improvement in a single unit.”
What makes this success story particularly notable is that it occurred in a hospital using an anonymous monitoring approach, which presents unique challenges for the SwipeSense system.
“Our system is not designed to be anonymous,” Haven explains. “We can adapt and work around it, but it’s definitely harder to drive improvement without being able to deliver personalized feedback.”
Despite these obstacles, the results speak for themselves. The dramatic improvement after years of stagnation demonstrates how the right combination of technology, expertise, and innovative engagement strategies can overcome even the most persistent challenges.
“For her to come in and see that drastic of a swing for a hospital that had been stagnant for four or five years is impressive,” Haven notes with admiration. “It shows what’s possible when we truly understand each facility’s unique culture and adapt our approach accordingly.”
Professional Development
What skills are essential for success in your role?
For Haven, being an effective PSM requires a unique combination of technical knowledge, problem-solving abilities, and relationship-building skills. Rather than specializing in just one area, she’s developed what she calls a “cross-functional knowledge base.”
“Some of the things about being a PSM that I don’t think I really understood when I started is just what a vast information base we need to have,” Haven shares. “That is everything from understanding how to troubleshoot, so we have to problem-solve … and when we go on site, we are expected to handle any problems that the customer may have.”
Recently, Haven added another credential to her professional toolkit by completing her Leapfrog Coach certification. This achievement further enhances her ability to guide hospitals in improving safety measures and quality metrics that matter to both regulatory bodies and patients.
This certification is particularly valuable because it allows Haven to help hospitals navigate the often overwhelming Leapfrog certification process. Hospital administrators frequently struggle with understanding the complex requirements and documentation needed for these important quality assessments.
Haven’s expertise provides a guiding hand through these challenges, offering yet another dimension to the cross-functional knowledge that makes her such an effective PSM. This combination of skills and certifications not only made her an exceptional PSM but also positioned her for her recent promotion to Director of Partner Success, where she can now guide and develop other PSMs.
Future Vision
What drives your work as a PSM?
For Haven, the future of her role centers on the core reason she joined SwipeSense in the first place—making a meaningful difference in healthcare while helping others succeed. Her vision is grounded in the belief that technology should serve people, not the other way around.
“It’s nice to be a part of something where we’re indirectly helping save lives by keeping patients safe and the staff at the hospitals,” Haven reflects. “My favorite part of working as a PSM is just seeing the success, helping people meet their goals, building them specific plans and really giving them the tools that they need to be successful.”
This people-first philosophy shapes how Haven approaches every aspect of her work. Rather than viewing the technology as a monitoring tool, she sees it as a pathway to better outcomes for everyone involved.
“We are very upfront with hospitals before they sign with us about what we recommend and what we don’t,” Haven explains. “We do not want to crush their staff’s spirit. We want our technology to be something that is used to make things better.”
Haven brings a unique perspective to healthcare technology, having come from outside the industry. This diverse background allows her to bridge the gap between technical capabilities and human needs, a skill that will only become more valuable as healthcare continues to evolve.
In her new role as Director of Partner Success, Haven will be able to scale her impact by guiding her team to implement these same principles across all our hospital partnerships. As SwipeSense continues to grow, Haven remains committed to this mission—using technology as a force for positive change while always keeping the human element at the center of everything she does.