Customer Strategy & Success Lead, Digital Health

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. P