[Remote] Customer Success Director

Note: The job is a remote job and is open to candidates in USA. Avo is the leading AI platform for healthcare enterprises, built to drive their most pressing clinical initiatives at the point of care. The Customer Success Director owns the post-launch relationship for Avo’s health system and practice customers, managing adoption, engagement, renewals, and expansion.

Responsibilities

• 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
• 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
• 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

Skills

• 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

• Flexible and generous PTO
• 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
• Performance bonus
• Equity
• Remote-First: Work from anywhere in the US with flexible hours

Company Overview