Customer Success Director

avoMD
avoMD

Administration

United States · New York, USA · New York, NY, USA

USD 130k-160k / year + Equity

Posted on May 21, 2026
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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 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

If 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 Avo

Impact: 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 with flexible hours.

How We Take Care of Our Team

  • 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
Apply now
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