Customer Implementation Lead

About evermore

evermore is a technology company that administers Smart Benefits to connect people to products and services they need, when they need them, so they can live healthier lives. We partner with payers and retailers to deliver expansive benefits for things like healthy foods, OTC medications, or transportation. evermore is reinventing benefits administration so that everyone benefits with more value for each and better outcomes for all. evermore is a Series B stage company, backed by leading investors including General Catalyst, Define Ventures, Lightspeed Venture Partners, Pinegrove Capital Partners, and Qiming Venture Partners. 

The Job at a Glance 

As a Customer Implementation Lead, you’ll be the engine behind successful launches of evermore’s Smart Benefits programs with our customers. You’ll lead our implementation team and own the end-to-end implementation process — from kickoff to go-live — ensuring every detail is executed flawlessly. Think of this role as a franchise owner: you’ll be accountable for delivering a consistent, high-quality experience every time. You’ll also be responsible for continuously refining the playbook to include automation, AI, and self-service elements that reduce the operational effort of each new implementation - helping us build the infrastructure for sustainable, cost-effective growth. This is a builder role for someone who is obsessed with process, loves client management, thrives on ownership, and has experience scaling operations for rapidly growing organizations.  

What You Will Do 

Working within an organization created at the intersection of health care, retail and financial technology, no two days will look the same.  Typical responsibilities of the role include:  

• Manage and develop evermore’s Implementation team. 
• Directly lead the implementation of new health plan and other customer programs, managing timelines, deliverables, and cross-functional coordination. 
• Collaborate with cross-functional teams to develop and refine implementation playbooks, checklists, and SOPs to ensure repeatability, speed, and quality. 
• Manage our enabling software platform and use technology to continuously improve the implementation process to be faster, easier, and more cost effective. 
• Track and report on implementation metrics, timelines, and customer satisfaction. Identify and mitigate risks early, escalating issues with solutions in hand. 
• Serve as the primary point of contact for internal teams during customer onboarding, ensuring alignment and accountability. Partner with Sales, Account Management, Customer Care, and other teams to ensure seamless handoffs and post-launch support. 
• Design processes that guide customers through structured decision-making by presenting clear, well-crafted configuration options — ensuring customers feel supported without creating open-ended or operationally risky requests.  
• Manage customer escalations with calm, solutions-oriented leadership. 

About You 

While every candidate brings a unique resume and prospective, an ideal candidate will include:  

• 5–7 years of experience in implementation or customer onboarding, ideally in Medicare Advantage or government benefits. 
• Meticulous attention to detail and a process-first mindset — you love a good checklist. 
• Strong project management skills with the ability to juggle multiple timelines and stakeholders. 
• You’re a clear communicator who can drive alignment across technical and non-technical teams. 
• You think like an owner and act like a builder — you operate with high autonomy and are comfortable making decisions with imperfect information and owning outcomes. No task is too small, no process too sacred to improve. 
• You’re a deft customer manager with the judgement to balance customer needs, operational realities, and compliance. You’re able to navigate escalations with calm authority and resolve issues quickly while maintaining a positive, trusted customer relationship. 

Other Requirements

• Travel may be required from time to time as part of the role, for company events and business needs
  
• evermore is a remote-first, distributed workforce. Candidates should be comfortable with, and equipped to work within, a distributed remote team, including having reliable internet access and basic home office equipment. evermore will provide a work laptop, and mouse/keyboard upon request   
• Legal authorization to work in the US is required. At this time, evermore will not consider candidates who need sponsorship, now or in the future 
• All offers for employment are contingent upon successful completion of a background check 

What We Offer 

• Competitive base salary ranging from $171,400 - $192-825, discretionary bonus, and equity; depending on experience/qualifications 
• Benefits  
  • Medical, Dental, and Vision insurance with 90% paid employer premium contributions for all tiers 
  • 100% Employer Paid Short-Term & Long-Term Disability 
  • 100% Employer Paid Basic Life Insurance Policy  
  • Employee Assistance Program (EAP) 
  • 401(k) Program
    
• Discretionary PTO
• Paid holidays
• Parental Leave
• Flexible work schedule within core hours
• Work anywhere in the USA as we are a fully distributed team from coast to coast 

 

evermore is an equal opportunity employer, Minority/Female/Disability/Veteran/LGBTQIA+ – proudly embracing diversity in all its manifestations. Applicants requiring reasonable accommodation for the application and/or interview process should notify a representative of the People Operations Team via Careers@sodahealth.com. 

evermore participates in E-Verify, the federal program for electronic verification of employment eligibility. 

To all recruitment agencies: evermore does not accept agency resumes, please do not forward them to any evermore employees.