Customer Success Director

<p><strong>About Avo</strong></p> <p>Avo is the leading AI platform for healthcare enterprises, helping clinicians make better decisions, move faster, and improving the quality of patient care. Serving as a central hub for care teams, Avo brings together patient data, clinical knowledge, and AI-powered workflows to support diagnosis, care planning, documentation, orders, and evidence-based decision-making at the point of care.Clinicians today navigate dozens of tabs, applications, datasets, hospital protocols, medical guidelines, and payer policies to deliver high-quality care. Avo changes that.</p> <p>We are product-obsessed, collaborative, and scrappy, united by a mission to improve healthcare delivery through AI. Our investors include Noro-Moseley Partners, AlleyCorp, Scrub Capital, and several leading hospitals and universities.</p> <p><strong>The Role&nbsp;</strong></p> <p>The Customer Success Director owns the post-launch relationship for Avo’s health system and practice customers. You pick up where implementation hands off and take accountability for everything that follows: adoption, engagement, renewals, and expansion. You will report to the VP of Implementation &amp; Customer Success and partner closely with Sales, Product, and Clinical teams.</p> <p>This is not a reactive support role. You will proactively manage a portfolio of accounts, build the playbooks and processes that don’t yet exist, and operate as a strategic partner to your customers. The person who succeeds here is equally comfortable running a quarterly business review with a CMO and digging into usage data to surface the story before the customer asks.</p> <p><strong>What You'll Do</strong></p> <p><strong>Account Management</strong></p> <ul> <li>Own a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholders</li> <li>Run structured quarterly business reviews: prepare usage data, surface wins, identify gaps, and set goals for the next quarter</li> <li>Monitor adoption metrics and proactively intervene when engagement drops before customers flag it</li> <li>Triage inbound support requests and coordinate resolution across internal teams</li> <li>Gather and relay structured product feedback to inform Avo’s roadmap</li> <li>Document the measurable impact of Avo at each site: usage trends, workflow changes, and clinical outcome stories</li> </ul> <p><strong>Renewals &amp; Growth</strong></p> <ul> <li>Own renewal timelines for your accounts: track contract dates, build renewal plans, and flag risks early</li> <li>Identify and develop upsell opportunities, partnering with Sales to execute expansion conversations</li> <li>Build mutual success plans with customers that tie Avo usage to their stated organizational goals</li> <li>Track and report on key account health metrics including NRR, churn risk, and expansion pipeline</li> </ul> <p><strong>Process Building</strong></p> <ul> <li>Build and formalize the CS playbook: QBR templates, renewal workflows, upsell triggers, and account health frameworks</li> <li>Create scalable customer-facing resources including check-in agendas, success metrics templates, and executive-ready reporting</li> <li>Define and instrument the metrics that matter for customer health and team performance</li> <li>Own the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewal</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>7+ years in customer success or account management in healthcare technology, with direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)</li> <li>Proven track record owning renewals and upsells with numbers to show for it</li> <li>Experience building or formalizing CS processes from scratch, not just inheriting a mature playbook</li> <li>Strong executive presence: you can run a QBR with a CMO and follow up with a frontline champion the same day</li> <li>Comfort with analytics tools and a hunger for data; you find the story in the dashboard before anyone asks</li> <li>High tolerance for ambiguity; startup experience is a plus, but willingness to build where nothing exists matters more</li> </ul> <p>If you have grown accounts in health tech, built CS infrastructure from the ground up, and want to do it at a company moving fast in AI, we want to hear from you.</p> <p><strong>Why Join Avo</strong></p> <p><strong>Impact: </strong>Avo’s products run inside hospitals, helping clinicians make better calls at the point of care. The work is real, and the mission is meaningful.</p> <p><strong>Ownership: </strong>You will own your accounts end-to-end and build the CS function from the ground up. Your fingerprints will be on every process.</p> <p><strong>High Agency: </strong>We move fast, trust our people, and avoid bureaucracy.</p> <p><strong>Great Team: </strong>Work alongside a talented, low-ego group of clinicians, engineers, and product folks who care deeply about craft.</p> <p><strong>Remote-First: </strong>Work from anywhere in the US with flexible hours.</p> <p><strong>How We Take Care of Our Team</strong></p> <ul> <li><strong>Generous Time Off: </strong>Flexible and generous PTO</li> <li><strong>Comprehensive Health Plans: </strong>Medical, dental, and vision coverage for you and your family</li> <li><strong>401K Matching: </strong>Contribution matching to help invest in your future</li> <li><strong>Personal Device Allowance: </strong>Tax-free funds for personal device usage</li> <li><strong>Compensation and Equity: &nbsp;</strong>$130,000 – $160,000, performance bonus, and equity</li> </ul>