# Customer Success Director - Company: [Avomdincdbaavo]() - Location: US - NY Area or Remote - Remote: Yes - Team: Implementations & Support - Posted: May 20, 2026 ## Job description **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. The company has offices in NYC, so if you’re in the area we’d love the chance to work in-person together 2 days/week. **How We Take Care of Our Team** * **Generous Time Off:** Flexible and generous PTO * **Comprehensive Health Plans:** Medical, dental, and vision coverage for you and your family * **401K Matching:** Contribution matching to help invest in your future * **Personal Device Allowance:** Tax-free funds for personal device usage * **Compensation and Equity:**$130,000 – $160,000, performance bonus, and equity Avo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ## Apply [Apply on Avomdincdbaavo]() Canonical job page: