Customer Success Director

About this role

About Avo

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.

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.

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

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.

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…