other
Posted 2 hours agoCustomer Strategy & Success Lead, Digital Health
at Evio
United StatesRemote
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.
- Establish clear implementation playbooks that define roles, decision rights, customer expectations, internal handoffs, and escalation paths.
- 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.
- Develop a hiring roadmap and capacity model based on customer value, account complexity, implementation load, renewal timing, and expansion potential.
- Design the right balance between high-touch Tier 1 support, scaled Tier 2 coverage, implementation coordination, and customer success operations.
Requirements
- 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).
- 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.
- 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 in early-stage, scaling, or high-ambiguity environments -
- experience building new processes or teams in a growing, fast-paced business. How you show up
- 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.
- Experience building playbooks and teams in a low-structure, high-ambiguity environment.
- We may use automated or AI-assisted tools to help review applications, identify qualified candidates, and detect or investigate potentially fraudulent or deceptive activity.
Experience
- Experience: 8+ years in roles spanning customer success, strategic account management, payer strategy, healthcare technology, consulting, implementation, or client-facing growth.
Benefits
- In 2020, a group of five amazing Blue Cross Blue Shield health plans that in total serve more than 20 million members recognized that the way medications get to patients needs significant reform—rapidly rising costs and massive system complexities are detrimental to patients and the entire industry.
- Exceptional communicator: You can communicate crisply with payer executives, internal leaders, product experts, and early-career team members. Bonus points
- 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). Fraud Notice
- We will never ask for payment, gift cards, fees, or purchases of any kind.
Contact
- All official communication will come from an email ending in @evio.com.
Additional details
- Evio is a highly unique pharmacy solutions company that was founded by and works closely with health plans to implement transformative (to cost, quality, access and experience) initiatives primarily focused on specialty and other high-cost medication solutions.
- In 2025, Wellmark joined as Evio's first non-founding investor and sixth owner health plan.
- Each company made, and continues to make, significant investments to establish Evio as an independent entity to lead this transformation.
- Evio has advanced analytics and contracting capabilities at scale , and a suite of digital tools , to power our high-cost medication solutions.
- Our solutions act as a self-reinforcing “ flywheel ” where each element strengthens and feeds into the next, and support an “Only Evio can do that,” mindset and prioritization.
- Evio is also a company that has invested heavily in and been highly intentional about people, team and culture.
- We believe we have created a very special place to work and encourage candidates to observe and ask us about our culture and decide for themselves. Evio's Values
- Empathy – The people our business serves always come first. We care for our teammates and put ourselves in the shoes of our health plan customers and the patients and clinicians our solutions benefit.
- Diversity – We are committed to fostering a culture where everyone belongs and is valued for their background,
- experience and insights – one that encourages diversity of ideas, and is a nurturing, trusting, and accepting place for all.