[Hiring] Customer Success Director @Avo

Role Description

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.

Key Responsibilities

• 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.

Qualifications

• 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.

Benefits

• 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.