Customer Strategy & Success Lead

About the role

We're hiring a hands-on Customer Strategy & Success Lead to build and scale the customer success function for Evio's digital health portfolio. This role is ideal for someone who thrives across payer strategy, strategic account leadership, successful customer implementations, and commercial growth - someone excited to help large health plan customers realize measurable value while building a repeatable operating model for customer retention and relationship expansion.

You will own customer success strategy across a portfolio of Evio products: Evio Insights, Evio Compass, Evio Connect, and Evio Outcomes, with direct accountability for renewals, customer adoption, implementation success, customer health, and value realization. You will report directly to the Head of Digital Health and initially operate as a player-coach: personally supporting a handful of strategic accounts while building the playbooks, processes, metrics, and team needed to scale. Within your first 90 days, you will craft the customer success strategy and operating model; within your first six months, you will help hire and onboard the first few team members as the function grows.

Key Responsibilities

Customer strategy, retention & expansion

• Own the customer success strategy for Evio's digital health portfolio, with an initial focus on strategic payer customers and high-value expansion opportunities with our customers.
• Own renewal planning and execution in partnership with legal, finance, product, and executive stakeholders.
• Build and manage account growth plans that identify cross-sell, upsell, use-case expansion, and broader portfolio opportunities with current customers
• Develop a consistent approach to identifying customer growth opportunities by aligning adoption, business priorities, customer outcomes and Evio's product roadmap.
• Create executive-level account plans for strategic customers, including stakeholder maps, value hypotheses, risks, expansion pathways, and executive sponsor engagement plans.

Implementation success & value realization

• Lead successful customer implementations across the digital health portfolio, including governance, milestones, risk management, launch readiness, and handoff to steady-state customer success.
• Partner closely with Product as the subject-matter expert for product-specific configuration, technical feasibility, workflow design, roadmap implications, and escalations.
• Establish clear implementation playbooks that define roles, decision rights, customer expectations, internal handoffs, and escalation paths.
• Help customers move beyond implementation to sustained adoption and measurable business value through success plans, business reviews, and post-launch follow-through.
• Identify and resolve barriers to customer value, including stakeholder misalignment, unclear success criteria, implementation delays, weak adoption, or gaps in customer readiness.

Operating model, playbooks & portfolio governance

• Define how customer accounts will be segmented, including service levels, Tier 1 and Tier 2 coverage expectations, and account ownership.
• Build the foundational customer success playbooks, including QBR templates, customer health measures, renewal and expansion trackers, implementation reviews, and customer feedback loops.
• Establish a regular portfolio reviews that gives leadership visibility into customer health, renewal risk, expansion opportunities, active implementations, and product feedback.
• Develop practical metrics and reporting that connect customer success activity to retention, net revenue growth, time to value, implementation quality, and reduced product-team burden.
• Create lightweight but durable systems that help Evio scale without over-bureaucratizing a still-evolving portfolio.

Team building & scaled coverage

• Serve initially as a player-coach, personally managing strategic accounts while designing the future team structure.
• Develop a hiring roadmap and capacity model based on customer value, account complexity, implementation load, renewal timing, and expansion potential.
• Hire, onboard, and develop the first few customer success and/or implementation team members as the function scales.
• Design the right balance between high-touch Tier 1 support, scaled Tier 2 coverage, implementation coordination, and customer success operations.

Cross-functional partnership

• Product partnership: Partner closely with Product to ensure teammates have the expertise customers need while keeping clear ownership of implementation, customer coordination and ongoing success (preventing Product from becoming the default go-to for customer coordination).
• Executive partnership: Coordinate executive sponsorship for strategic payer accounts and ensure senior leaders are engaged at the right moments to support retention and expansion.
• Voice of customer: Synthesize customer feedback and market signals into actionable product, implementation, and growth insights.
• Bring together Product, Sales, Legal, Finance, Analytics, and executive sponsors to make customer success a repeatable company capability.

About You

Your skills and expertise 

• Experience: 8+ years in roles spanning customer success, strategic account management, payer strategy, healthcare technology, consulting, implementation, or client-facing growth. You have operated in complex enterprise environments and are ready to build a function, not just manage an existing book of business.
• Payer and Blues expertise: Deep experience working with, for, or selling into health plans. Direct experience with Blue Cross Blue Shield plans is strongly preferred; prior experience working inside a Blue or large payer is especially valuable.
• Commercial ownership: Demonstrated ability to own or materially lead renewals, expansion, or growing existing customer relationships. You understand how to connect value realization to revenue outcomes without compromising customer trust.
• Strategic account leadership: Proven ability to manage senior stakeholders, navigate matrixed payer organizations, run executive business reviews, and create account plans that drive action.
• Implementation governance: Experience leading complex implementations, cross-functional launches, customer onboarding, or delivery programs where timelines, roles, risks, and customer expectations needed active management.
• Customer success program building: Evidence of creating playbooks, customer health metrics, QBR cadences, renewal processes, expansion trackers, implementation workflows, or similar systems from scratch.
• Team building: Experience hiring, developing, coaching, or shaping high-performing teams. You can sequence hiring needs based on customer complexity, business priorities, and operating leverage.
• Prior experience in early-stage, scaling, or high-ambiguity environments - experience building new processes or teams in a growing, fast-paced business.

How you show up

• Commercially accountable: You are energized by owning retention and expansion outcomes, not just customer sentiment.
• Customer-value obsessed: You anchor every renewal, expansion, and executive conversation in the value Evio creates for health plans and the people they serve.
• Payer-native: You understand how health plans think, buy, prioritize, implement, and make decisions across strategy, pharmacy, clinical, quality, finance, procurement, and executive stakeholders.
• Founder's mentality: You prototype, create, and iterate without waiting for permission or perfect infrastructure.
• Strategic and hands on operator: You can move from executive strategy to account-level action plans, implementation milestones, customer communications, and measurable outcomes.
• Product partner: You know how to keep Product close as a subject-matter expert while building a scalable customer success motion around them.
• Consensus builder: You influence cross-functional stakeholders without relying on formal authority and can align teams around customer outcomes.
• Resilient & pragmatic: You are comfortable with ambiguity, escalation, and imperfect information, and you choose practical, high-leverage solutions over perfection.
• Exceptional communicator: You can communicate crisply with payer executives, internal leaders, product experts, and early-career team members.

Bonus points

• Prior role inside a Blue Cross Blue Shield plan or large regional payer.
• Experience leading customer success, client success, strategic accounts, or account management for a healthcare technology company serving payers.
• Familiarity with pharmacy, PBM economics, specialty pharmacy, Star Ratings, quality, outcomes, real-world evidence, or payer clinical programs.
• Experience managing renewal forecasts, account growth, or similar retention and growth metrics.
• Consulting background with track record of growing client relationships.
• Experience building playbooks and teams in a low-structure, high-ambiguity environment.

Salary Considerations: 

Anticipated annual base pay range: $170,000-210,000 plus additional variable compensation based on performance.  

At Evio, we’re committed to building a competitive compensation package to honor the value our teammates bring as well as attract and retain top talent that is aligned with our culture, mission and values. Compensation includes base pay (range shown) and could include other variable compensation opportunities depending on job seniority, location, and date of hire.

Please note that the base pay information shown is a general guideline for the job responsibilities and qualifications listed. Salary decisions are based on candidate experience, and market and business considerations.  

Evio Benefits: 

• Great Health Insurance
  The company pays 100% of medical, dental, and vision premiums for teammates, and 50% for dependents. 
• 401k Match
  Evio matches 100% of teammate contribution up to 5% of salary, subject to IRS limits.  
• Time Off
  We have a flexible vacation policy for teammates to unplug and recharge when you need it. There is no minimum or maximum amount of vacation allowed per year, and there is no payment in consideration for unused vacation. Vacation is to be used at your discretion, with approval of leadership. 
• Parental Leave
  Generous paid leave for new parents (includes birth and non-birth parents).