Implementation & Customer Success Manager

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 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
• 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

Requirements

• 3+ years in implementation or customer success in healthcare technology
• Direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)
• Track record managing accounts through renewals and upsells
• Proven project management skills
• Strong communication skills adaptable to different clinical audiences
• Comfort with analytics tools and data dashboards
• Willingness to travel occasionally for key launch milestones and customer site visits

Preferred Qualifications

• Clinical background
• Startup experience