Customer Success Director

Avo is the leading AI platform for healthcare enterprises, built to drive their most pressing clinical initiatives at the point of care. Clinicians today navigate dozens of tabs, applications, and datasets to deliver high-quality care — reading through rapidly evolving hospital protocols, medical guidelines, and payer policies that live outside the EHR. Avo changes that. Avo serves as a central hub for clinicians, instantly synthesizing relevant patient data, proposing diagnoses and care plans, assisting with orders and documentation, and surfacing evidence-based guidance. With copilots like Chart Assist and Ask Avo, and its AI Consult tool, Avo supports clinicians across entire workflows — admission, discharge, rounding — freeing them from point solution fatigue. We are product-obsessed, collaborative, and scrappy. Our investors include Noro Moseley, AlleyCorp, Scrub Capital and several leading hospitals and universities. The Role 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 & Customer Success and partner closely with Sales, Product, and Clinical teams. 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. Key Responsibilities Account Management Own a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholders Run structured quarterly business reviews: prepare usage data, surface wins, identify gaps, and set goals for the next quarter Monitor adoption metrics and proactively intervene when engagement drops before customers flag it Triage inbound support requests and coordinate resolution across internal teams Gather and relay structured product feedback to inform Avo’s roadmap Document the measurable impact of Avo at each site: usage trends, workflow changes, and clinical outcome stories Own renewal timelines for your accounts: track contract dates, build renewal plans, and flag risks early Identify and develop upsell opportunities, partnering with Sales to execute expansion conversations Build mutual success plans with customers that tie Avo usage to their stated organizational goals Track and report on key account health metrics including NRR, churn risk, and expansion pipeline Process Building Build and formalize the CS playbook: QBR templates, renewal workflows, upsell triggers, and account health frameworks Create scalable customer-facing resources including check-in agendas, success metrics templates, and executive-ready reporting Define and instrument the metrics that matter for customer health and team performance Own the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewal Skills & Qualifications 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) Proven track record owning renewals and upsells with numbers to show for it Experience building or formalizing CS processes from scratch, not just inheriting a mature playbook Strong executive presence: you can run a QBR with a CMO and follow up with a frontline champion the same day Comfort with analytics tools and a hunger for data; you find the story in the dashboard before anyone asks High tolerance for ambiguity; startup experience is a plus, but willingness to build where nothing exists matters more Why Join Avo Impact: 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. Ownership: You will own your accounts end-to-end and build the CS function from the ground up. Your fingerprints will be on every process. High Agency: We move fast, trust our people, and avoid bureaucracy. Great Team: Work alongside a talented, low-ego group of clinicians, engineers, and product folks who care deeply about craft. Remote-First: Work from anywhere in the US with flexible hours. How We Take Care of Our Team Generous Time Off: Flexible and generous PTO Comprehensive Health Plans: Medical, dental, and vision coverage for you and your family 401K Matching: Contribution matching to help invest in your future Personal Device Allowance: Tax-free funds for personal device usage Compensation and Equity: $130,000 – $160,000, performance bonus, and equity #J-18808-Ljbffr avo