Implementation & Customer Success Manager

Avo•New York, NY

2d•$110,000 - $130,000•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 Implementation & Customer Success Manager owns the full customer lifecycle from onboarding through long-term success. You will launch new health system and practice customers, then stay with them as their primary point of contact, driving adoption, renewals, and expansion. You will report to the VP of Implementation & Customer Success and work closely with Solutions Engineering, Clinical, and Product teams. You will build relationships with on-the-ground champions and deliver training virtually, with occasional travel to customer sites at key moments. This role requires equal comfort running a go-live and sitting in a quarterly business review. The same person who gets a customer live is accountable for their long-term results.

Requirements

3+ years in implementation or customer success in healthcare technology, with direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)
Track record managing accounts through renewals and upsells, not just handing off after go-live
Proven project management skills: you keep multiple workstreams on track without needing to be reminded
Strong communicator who can adapt register from frontline nurse to CMO in the same day
Comfort with analytics tools and a curiosity for data; you dig into dashboards to find the story
High tolerance for ambiguity; startup experience is a plus, but the mindset matters more than the resume line
Willingness to travel occasionally for key launch milestones and customer site visits

Nice To Haves

Clinical background (bonus): not required, but a meaningful plus for understanding EHR workflows and clinician pain points

Responsibilities

Own project timelines and task tracking for assigned implementations from contract signature through go-live
Coordinate pre-launch alignment with key stakeholders, including department chairs, IT leads, and clinical champions
Deliver go-live training sessions virtually and on-site, adapting content to different clinical audiences
Travel to customer sites at key launch milestones as needed
Monitor adoption metrics using Avo’s analytics dashboards and proactively address early warning signs
Triage inbound support requests, escalating to Solutions Engineering when needed
Build and maintain implementation resources including project plans, training decks, and customer-facing guides
Run recurring check-ins with customer stakeholders post-launch to track progress and surface risks
Own renewal and upsell motions for your accounts, partnering with Sales on expansion opportunities
Gather structured product feedback from customers and relay it to the Product team
Document the measurable impact of Avo adoption at each site: usage data, workflow changes, and outcome stories