Evio

Customer Strategy & Success Lead, Digital Health

Remote, United States

Sponsorship not specifiedDetected 12 days ago

Product ManagementAccount ManagementSupply ChainOnboardingCustomer SuccessLeadershipMentoring

About the role

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.
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.

Own renewal planning and execution in partnership with legal, finance, product, and executive stakeholders.
Develop a consistent approach to identifying customer growth opportunities by aligning adoption, business priorities, customer outcomes and Evio's product roadmap.
Partner closely with Product as the subject-matter expert for product-specific configuration, technical feasibility, workflow design, roadmap implications, and escalations.
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.
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.
Executive partnership: Coordinate executive sponsorship for strategic payer accounts and ensure senior leaders are engaged at the right moments to support retention and expansion.
Excellence - We strive to raise the bar in all we do by hiring and developing exceptional talent and holding ourselves and our thinking to the highest standard.
Build and manage account growth plans that identify cross-sell, upsell, use-case expansion, and broader portfolio opportunities with current customers

We care for our teammates and put ourselves in the shoes of our health plan customers and the patients and clinicians our solutions benefit.
Adventure - We are flexible, thrive in ambiguity, fail fast, and pivot quickly to get to a better answer.
Evio Insights, Evio Compass, Evio Connect, and Evio Outcomes, with direct accountability for renewals, customer adoption, implementation success, customer health, and value realization.
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.
Lead successful customer implementations across the digital health portfolio, including governance, milestones, risk management, launch readiness, and handoff to steady-state customer success.
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.
Team building & scaled coverage
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).
Bring together Product, Sales, Legal, Finance, Analytics, and executive sponsors to make customer success a repeatable company capability.
Help customers move beyond implementation to sustained adoption and measurable business value through success plans, business reviews, and post-launch follow-through.
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).
Relentless - Guided by evidence and data, we are creative, curious, and unwavering in our pursuit of challenging the status quo and each other.

Executive partnership: Coordinate executive sponsorship for strategic payer accounts and ensure senior leaders are engaged at the right moments to support retention and expansion.

This listing is sourced directly from Evio's careers page and normalized into a canonical job model.