[Hiring] Implementation & Customer Success Manager @Avo

Role Description

The Implementation & Customer Success Manager owns the full customer lifecycle from onboarding through long-term success. You will launch new health system and practice customers, then stay with them as their primary point of contact, driving adoption, renewals, and expansion. You will report to the VP of Implementation & Customer Success and work closely with Solutions Engineering, Clinical, and Product teams.

You will build relationships with on-the-ground champions and deliver training virtually, with occasional travel to customer sites at key moments. This role requires equal comfort running a go-live and sitting in a quarterly business review. The same person who gets a customer live is accountable for their long-term results.

Key Responsibilities

• Own project timelines and task tracking for assigned implementations from contract signature through go-live
• Coordinate pre-launch alignment with key stakeholders, including department chairs, IT leads, and clinical champions
• Deliver go-live training sessions virtually and on-site, adapting content to different clinical audiences
• Travel to customer sites at key launch milestones as needed
• Monitor adoption metrics using Avo’s analytics dashboards and proactively address early warning signs
• Triage inbound support requests, escalating to Solutions Engineering when needed
• Build and maintain implementation resources including project plans, training decks, and customer-facing guides
• Run recurring check-ins with customer stakeholders post-launch to track progress and surface risks
• Own renewal and upsell motions for your accounts, partnering with Sales on expansion opportunities
• Gather structured product feedback from customers and relay it to the Product team
• Document the measurable impact of Avo adoption at each site: usage data, workflow changes, and outcome stories

Qualifications

• 3+ years in implementation or customer success in healthcare technology, with direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)
• Track record managing accounts through renewals and upsells, not just handing off after go-live
• Proven project management skills: you keep multiple workstreams on track without needing to be reminded
• Strong communicator who can adapt register from frontline nurse to CMO in the same day
• Comfort with analytics tools and a curiosity for data; you dig into dashboards to find the story
• High tolerance for ambiguity; startup experience is a plus, but the mindset matters more than the resume line
• Willingness to travel occasionally for key launch milestones and customer site visits
• Clinical background (bonus): not required, but a meaningful plus for understanding EHR workflows and clinician pain points

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: $110,000 - $130,000, performance bonus, equity