RethinkFirst has appointed Shane Wilson as chief customer officer, creating a new executive leadership role to unify customer success, professional services, implementation and customer support as the behavioral health technology company expands its enterprise customer strategy.
Wilson will oversee the company’s customer-facing operations with responsibility for strengthening customer relationships, improving implementation and support experiences, and driving a more integrated approach to customer success across RethinkFirst’s provider, education and employer markets.
The appointment reflects a growing trend among healthcare technology companies to elevate customer success as organizations seek stronger product adoption, measurable outcomes and long-term client retention. As behavioral health providers, employers and school systems increasingly adopt digital care platforms, technology vendors are placing greater emphasis on implementation, customer engagement and ongoing support to maximize clinical and operational value.
“RethinkFirst has always been a customer-focused company, and bringing on a Chief Customer Officer is a clear investment in strengthening that promise,” said Dinesh Senanayake, chief executive officer of RethinkFirst. “Shane is a seasoned leader who understands how to deliver measurable outcomes and champion the voice of the customer at every level of the organization. His experience across healthcare technology and enterprise platforms makes him the right leader to accelerate our next phase of growth.”
Wilson brings more than 20 years of leadership experience spanning healthcare technology, enterprise operations and customer success. Throughout his career, he has led organizations focused on improving customer experience, increasing technology adoption and scaling service operations for healthcare software providers.
He joins RethinkFirst from PracticeTek, where he most recently served as chief customer officer for the healthcare technology company specializing in practice management, patient engagement and integrated billing solutions. Before that, Wilson served as president of RevolutionEHR, a cloud-based electronic health records and practice management platform serving the optometry market.
Earlier in his career, Wilson held senior customer success leadership positions at chiropractic software provider ChiroTouch and served as a worldwide business unit executive at IBM, where he oversaw the company’s Internet of Things and Asset Management business.
In his new role, Wilson will focus on strengthening enterprise-wide customer success initiatives while supporting organizations that use RethinkFirst’s technology to improve behavioral health services and neurodiversity support.
“I’m excited to join RethinkFirst as the company further invests in its commitment to customers,” Wilson said. “RethinkFirst’s mission, AI-native technology and people are uniquely positioned to help organizations deliver better care and better outcomes. I look forward to partnering with our customers to ensure they have the support, insights and innovation they need to succeed.”
Wilson earned a Bachelor of Arts from Brigham Young University and an MBA from the TCU Neeley School of Business.
RethinkFirst provides cloud-based behavioral health technology, clinical tools, training and support services for employers, educators and behavioral healthcare professionals. The company’s platform incorporates evidence-based treatment protocols, workflow automation and data analytics to support care delivery and operational performance. According to the company, its solutions serve more than 11 million employees globally, one-third of Fortune 100 companies, many of the nation’s largest public school districts and more than 96,000 behavioral healthcare providers. The creation of the chief customer officer role underscores RethinkFirst’s continued investment in customer engagement as demand grows for technology platforms supporting behavioral health and neurodiversity services.
