Customer Success Director

About the Company

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.

Responsibilities

• Own a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholders
• Run structured quarterly business reviews including usage data analysis and goal setting
• Monitor adoption metrics and proactively intervene when engagement drops
• Gather and relay structured product feedback to inform the product roadmap
• Own renewal timelines, track contract dates, and build renewal plans
• Identify and develop upsell opportunities in partnership with Sales
• Build and formalize the CS playbook, including QBR templates and renewal workflows
• Define and instrument metrics for customer health and team performance

Requirements

• 7+ years in customer success or account management in healthcare technology
• Direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)
• Proven track record of owning renewals and upsells
• Experience building or formalizing CS processes from scratch
• Strong executive presence for interacting with C-suite stakeholders
• Proficiency with analytics tools and data-driven decision making
• High tolerance for ambiguity and startup environments

Benefits

• Compensation: $130,000 – $160,000, performance bonus, and equity
• Flexible and generous PTO
• Comprehensive medical, dental, and vision coverage
• 401K matching
• Personal device allowance