Customer Success Director

Avo•New York, NY

3d•$130,000 - $160,000•Remote

About The Position

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 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.

Requirements

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

Nice To Haves

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.

Responsibilities

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
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