Remote Customer Success Director

About AvoAvo 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 RoleThe 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 DoAccount ManagementOwn a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholdersRun structured quarterly business reviews: prepare usage data, surface wins, identify gaps, and set goals for the next quarterMonitor adoption metrics and proactively intervene when engagement drops before customers flag itTriage inbound support requests and coordinate resolution across internal teamsGather and relay structured product feedback to inform Avo's roadmapDocument the measurable impact of Avo at each site: usage trends, workflow changes, and clinical outcome storiesRenewals & GrowthOwn renewal timelines for your accounts: track contract dates, build renewal plans, and flag risks earlyIdentify and develop upsell opportunities, partnering with Sales to execute expansion conversationsBuild mutual success plans with customers that tie Avo usage to their stated organizational goalsTrack and report on key account health metrics including NRR, churn risk, and expansion pipelineProcess BuildingBuild and formalize the CS playbook: QBR templates, renewal workflows, upsell triggers, and account health frameworksCreate scalable customer-facing resources including check-in agendas, success metrics templates, and executive-ready reportingDefine and instrument the metrics that matter for customer health and team performanceOwn the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewalWhat You Bring7+ 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 itExperience building or formalizing CS processes from scratch, not just inheriting a mature playbookStrong executive presence: you can run a QBR with a CMO and follow up with a frontline champion the same dayComfort with analytics tools and a hunger for data; you find the story in the dashboard before anyone asksHigh tolerance for ambiguity; startup experience is a plus, but willingness to build where nothing exists matters moreIf 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 AvoImpact: 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 TeamGenerous Time Off: Flexible and generous PTOComprehensive Health Plans: Medical, dental, and vision coverage for you and your family401K Matching: Contribution matching to help invest in your futurePersonal Device Allowance: Tax-free funds for personal device usageCompensation and Equity: $130,000 – $160,000, performance bonus, and equityAvo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.