Customer Success Director

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