Note: The job is a remote job and is open to candidates in USA. Evio is a unique pharmacy solutions company focused on transforming high-cost medication solutions through advanced analytics and digital tools. They are seeking a Customer Strategy & Success Lead to build and scale the customer success function for their digital health portfolio, focusing on strategic payer customers and ensuring successful implementations and customer retention.
Responsibilities
- 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
- 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
- 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
- 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
- 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)
- Coordinate executive sponsorship for strategic payer accounts and ensure senior leaders are engaged at the right moments to support retention and expansion
- 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
Skills
- 8+ years in roles spanning customer success, strategic account management, payer strategy, healthcare technology, consulting, implementation, or client-facing growth
- 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 where timelines, roles, risks, and customer expectations needed active management
- 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
- 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
Benefits
- The company pays 100% of medical, dental, and vision premiums for teammates, and 50% for dependents.
- Evio matches 100% of teammate contribution up to 5% of salary, subject to IRS limits.
- 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.
- Generous paid leave for new parents (includes birth and non-birth parents).
Company Overview