Customer Success Director

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.

What You'll Do

• 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
• Renewals & Growth
• 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

What You Bring

• 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