Job Summary: The Customer Success Lead will own client relationships and overall success for a defined book of business post-implementation of services. As the primary point of contact for day-to-day support and strategic partnership, this role ensures adoption, satisfaction, retention, and growth across our client base. Success in this position requires a balance of proactive relationship management, problem-solving, product knowledge and business acumen, with the ability to build trust and deliver measurable value in every interaction. As one of the first members of the Customer Success team, this individual will also help establish best practices and play a key role in shaping the future of the function.

Key Responsibilities:

• Relationship Ownership. Serve as the primary relationship owner for an assigned book of business, ensuring client satisfaction, retention, and long-term success. Build strong relationships with client stakeholders and executives, positioning EvolveNXT as a long-term strategic partner.
• Implementation & Expansion Support. Partner with Implementation teams during onboarding to ensure continuity into ongoing servicing and provide support for future service expansions as client needs grow.
• Adoption & Growth. Drive adoption of EvolveNXT solutions and lead proactive engagement through training, business reviews, roadmap discussions, and identification of expansion opportunities.
• Client Advocacy & Issue Resolution. Act as the first point of contact for day-to-day client needs, leveraging strong knowledge of the EvolveNXT system to triage and resolve most issues directly, while coordinating with Learning & Enablement, Business Process & Quality Analysts, and Development as needed to ensure timely resolution of escalated matters.
• Product Partnership. Collaborate with Product to share client insights and influence solution enhancements that improve customer outcomes.
• Account Health. Monitor account performance, identify risks, and escalate as needed in partnership with leadership and executive sponsors.
• Practice & Process Building. Contribute to shaping how Customer Success is delivered at EvolveNXT through new playbooks, standards, and continuous process improvements.

1-Year Markers of Success: 

• Successfully manage a book of 8–10 clients, maintaining strong relationships and serving as their trusted advisor post-implementation. 
• Serve as the final quality assurance level before changes get pushed to the client.
• Achieve measurable improvements in retention, satisfaction (NPS), and adoption across assigned accounts.
• Demonstrated deep knowledge of the EvolveNXT system by independently triaging and resolving the majority of client issues, escalating only when necessary.
• Consistently respond to customer inquiries in a timely manner (within 12 hours) to ensure needs are addressed and issues are resolved promptly.
• Exhibit strong professional presence, confidently managing client relationships without requiring routine senior management intervention.

Ideal Qualifications: 

• Education: Bachelor’s degree in Business, Healthcare Administration, or a related field 
• Work Experience: 3+ years of experience in Cusotmer Success, Account Management, or a client-facing role within a SaaS or healthcare technology company 
• Skills: 
  • Strong ability to quickly learn and navigate complex software systems with a focus on triaging and resolving client issues directly
  • Relentless focus on delivering client outcomes no matter the time or effort it takes
  • Proven success in a fast-paced, high-growth environment with the ability to navigate ambiguity with confidence
  • Proactive problem-solvers with a bias toward action, ownership, and accountability
  • Excellent organizational and time-management skills with the ability to manage multiple client priorities simultaneously
  • Stron verbal and written communication skills with the ability to convey complex information to both technical and non-technical stakeholders and present confidently to executives
  • Demonstrated ability to create high-quality documentation, client-facing presentations, and reporting materials that support effective communication and decision-making
  • Strong cross-functional collaboration skills and ability to partner with Product, Implementation, Support, and Executive leadershp team
• Bonus Points: Experience in the (Medicare) Insurance industry

Benefits: 

• Competitive salary and annual bonus 
• Equity eligibility with tenure 
• Comprehensive health, dental, and vision insurance 
• Retirement savings plan with company match 
• Paid time off and sick leave  plus 10 Company holidays

About Us:

EvolveNXT is an enterprise software company that builds transformative technologies to help insurance companies and brokerage agencies more effectively manage their policies, brokers, and policyholders, all in an efficient and compliant fashion. Since 2011, the Company has become the health care industry’s leading sales channel management and incentive compensation software platform, providing a one-stop solution for all lines of business. EvolveNXT has recently partnered with Silversmith, a Boston-based growth equity firm with $3.3 billion under management. Silversmith's mission is to partner with and support the best entrepreneurs in growing, profitable technology and healthcare companies.

Company Principles:

• Achieve the extraordinary. Because life is too short – and the opportunity cost for our time is too high – to settle for ordinary. We strive to take pride in our work and set the bar high to deliver what few get to achieve 
• Work ahead of the curve. Innovate product, solve problems, and anticipate customer trends even before our customers voice them. Become the de facto brand of choice for all parties in the insurance industry to partner with 
• Be a dream team. Because we can make a bigger mark collectively than individually if we all pull more weight than expected. Because we want to share the journey, the setbacks, the successes, and the memories together. Because the biggest impact we can make is by working together to better the lives of our customers and each other