Customer Success Director

<p><strong>About Avo</strong></p> <p>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.</p> <p>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.</p> <p><strong>The Role </strong></p> <p>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.</p> <p>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.</p> <p><strong>What You'll Do</strong></p> <p><strong>Account Management</strong></p> <ul> <li>Own a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholders</li> <li>Run structured quarterly business reviews: prepare usage data, surface wins, identify gaps, and set goals for the next quarter</li> <li>Monitor adoption metrics and proactively intervene when engagement drops before customers flag it</li> <li>Triage inbound support requests and coordinate resolution across internal teams</li> <li>Gather and relay structured product feedback to inform Avo’s roadmap</li> <li>Document the measurable impact of Avo at each site: usage trends, workflow changes, and clinical outcome stories</li> </ul> <p><strong>Renewals & Growth</strong></p> <ul> <li>Own renewal timelines for your accounts: track contract dates, build renewal plans, and flag risks early</li> <li>Identify and develop upsell opportunities, partnering with Sales to execute expansion conversations</li> <li>Build mutual success plans with customers that tie Avo usage to their stated organizational goals</li> <li>Track and report on key account health metrics including NRR, churn risk, and expansion pipeline</li> </ul> <p><strong>Process Building</strong></p> <ul> <li>Build and formalize the CS playbook: QBR templates, renewal workflows, upsell triggers, and account health frameworks</li> <li>Create scalable customer-facing resources including check-in agendas, success metrics templates, and executive-ready reporting</li> <li>Define and instrument the metrics that matter for customer health and team performance</li> <li>Own the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewal</li> </ul> <p><strong>What You Bring</strong></p> <ul> <li>7+ years in customer success or account management in healthcare technology, wit