Avo - Customer Success Director
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 • 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 • Renewals & Growth • 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 • 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
Benefits
• 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. • Impact: • 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. • Ownership: • High Agency: We move fast, trust our people, and avoid bureaucracy. • High Agency: • Great Team: Work alongside a talented, low-ego group of clinicians, engineers, and product folks who care deeply about craft. • Great Team: • Remote-First: Work from anywhere in the US with flexible hours. • Remote-First: • How We Take Care of Our Team • Generous Time Off: Flexible and generous PTO • Generous Time Off: • Comprehensive Health Plans: Medical, dental, and vision coverage for you and your family • Comprehensive Health Plans: • 401K Matching: Contribution matching to help invest in your future • 401K Matching: • Personal Device Allowance: Tax-free funds for personal device usage • Personal Device Allowance: • Compensation and Equity: $130,000 – $160,000, performance bonus, and equity
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