Customer Strategy & Success Lead, Digital Health

Evio

2d • $170,000 - $210,000

About The Position

Evio is seeking a hands-on Customer Strategy & Success Lead to build and scale the customer success function for its digital health portfolio. This role is ideal for an individual experienced in payer strategy, strategic account leadership, customer implementations, and commercial growth. The successful candidate will help large health plan customers achieve measurable value while establishing a repeatable operating model for customer retention and relationship expansion. The role involves owning customer success strategy across Evio's digital health products (Evio Insights, Evio Compass, Evio Connect, and Evio Outcomes), with direct accountability for renewals, customer adoption, implementation success, customer health, and value realization. Reporting to the Head of Digital Health, this position will initially function as a player-coach, managing strategic accounts while developing playbooks, processes, metrics, and a team for scaling. Key initial deliverables include crafting the customer success strategy and operating model within 90 days and assisting with hiring and onboarding new team members within six months.

Requirements

• 8+ years in roles spanning customer success, strategic account management, payer strategy, healthcare technology, consulting, implementation, or client-facing growth.
• Experience operating in complex enterprise environments and a readiness to build a function.
• Deep experience working with, for, or selling into health plans.
• Demonstrated ability to own or materially lead renewals, expansion, or growing existing customer relationships.
• Proven ability to manage senior stakeholders, navigate matrixed payer organizations, run executive business reviews, and create account plans that drive action.
• Experience leading complex implementations, cross-functional launches, customer onboarding, or delivery programs.
• Evidence of creating playbooks, customer health metrics, QBR cadences, renewal processes, expansion trackers, implementation workflows, or similar systems from scratch.
• Experience hiring, developing, coaching, or shaping high-performing teams.
• Prior experience in early-stage, scaling, or high-ambiguity environments.
• Ability to move from executive strategy to account-level action plans, implementation milestones, customer communications, and measurable outcomes.
• Ability to keep Product close as a subject-matter expert while building a scalable customer success motion around them.
• Ability to influence cross-functional stakeholders without relying on formal authority and align teams around customer outcomes.
• Comfort with ambiguity, escalation, and imperfect information.
• Exceptional communication skills with payer executives, internal leaders, product experts, and early-career team members.

Nice To Haves

• Direct experience with Blue Cross Blue Shield plans is strongly preferred.
• Prior experience working inside a Blue or large payer is especially valuable.
• 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.

Responsibilities

• Own the customer success strategy for Evio's digital health portfolio, focusing on strategic payer customers and high-value expansion opportunities.
• Manage renewal planning and execution in collaboration with legal, finance, product, and executive stakeholders.
• Develop and manage account growth plans to identify cross-sell, upsell, use-case expansion, and broader portfolio opportunities.
• Create a consistent approach to identifying customer growth opportunities by aligning adoption, business priorities, customer outcomes, and the product roadmap.
• Develop executive-level account plans for strategic customers, including stakeholder maps, value hypotheses, risks, expansion pathways, and executive sponsor engagement plans.
• Lead successful customer implementations across the digital health portfolio, overseeing governance, milestones, risk management, launch readiness, and handoff to steady-state customer success.
• Partner with Product as a subject-matter expert for product configuration, technical feasibility, workflow design, roadmap implications, and escalations.
• Establish clear implementation playbooks defining roles, decision rights, customer expectations, internal handoffs, and escalation paths.
• Drive sustained customer adoption and measurable business value through success plans, business reviews, and post-launch follow-through.
• Identify and resolve barriers to customer value, such as stakeholder misalignment, unclear success criteria, implementation delays, weak adoption, or gaps in customer readiness.
• Define customer account segmentation, including service levels, coverage expectations, and account ownership.
• Build foundational customer success playbooks, including QBR templates, customer health measures, renewal and expansion trackers, implementation reviews, and customer feedback loops.
• Establish regular portfolio reviews for leadership visibility into customer health, renewal risk, expansion opportunities, active implementations, and product feedback.
• Develop metrics and reporting to connect customer success activities to retention, net revenue growth, time to value, implementation quality, and reduced product-team burden.
• Create scalable systems to support Evio's growth without excessive bureaucracy.
• Serve as a player-coach, 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 initial customer success and/or implementation team members.
• Design the balance between high-touch support, scaled coverage, implementation coordination, and customer success operations.
• Partner with Product to ensure customer expertise while maintaining ownership of implementation and ongoing success.
• Coordinate executive sponsorship for strategic payer accounts and ensure senior leader engagement.
• Synthesize customer feedback and market signals into actionable product, implementation, and growth insights.
• Collaborate with Product, Sales, Legal, Finance, Analytics, and executive sponsors to establish customer success as a repeatable company capability.

Benefits

• Great Health Insurance (company pays 100% of medical, dental, and vision premiums for teammates, and 50% for dependents)
• 401k Match (100% of teammate contribution up to 5% of salary)
• Flexible vacation policy
• Generous paid parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed