[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.ResponsibilitiesOwn a portfolio of accounts post-launch, serving as the primary relationship holder for key stakeholdersRun structured quarterly business reviews: prepare usage data, surface wins, identify gaps, and set goals for the next quarterMonitor adoption metrics and proactively intervene when engagement drops before customers flag itTriage inbound support requests and coordinate resolution across internal teamsGather and relay structured product feedback to inform Avo’s roadmapDocument the measurable impact of Avo at each site: usage trends, workflow changes, and clinical outcome storiesOwn renewal timelines for your accounts: track contract dates, build renewal plans, and flag risks earlyIdentify and develop upsell opportunities, partnering with Sales to execute expansion conversationsBuild mutual success plans with customers that tie Avo usage to their stated organizational goalsTrack and report on key account health metrics including NRR, churn risk, and expansion pipelineBuild and formalize the CS playbook: QBR templates, renewal workflows, upsell triggers, and account health frameworksCreate scalable customer-facing resources including check-in agendas, success metrics templates, and executive-ready reportingDefine and instrument the metrics that matter for customer health and team performanceOwn the process for gathering and documenting ROI from defining success metrics at kickoff through quantifying impact at renewalSkills7+ 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 itExperience building or formalizing CS processes from scratch, not just inheriting a mature playbookStrong executive presence: you can run a QBR with a CMO and follow up with a frontline champion the same dayComfort with analytics tools and a hunger for data; you find the story in the dashboard before anyone asksHigh tolerance for ambiguity; startup experience is a plus, but willingness to build where nothing exists matters moreBenefitsFlexible and generous PTOMedical, dental, and vision coverage for you and your family401K Matching: Contribution matching to help invest in your futurePersonal Device Allowance: Tax-free funds for personal device usagePerformance bonusEquityRemote-First: Work from anywhere in the US with flexible hoursCompany OverviewAvo is the AI platform used by healthcare enterprises to drive their most pressing initiatives by infusing trusted knowledge into clinical copilots. It was founded in 2018, and is headquartered in New York, New York, USA, with a workforce of 11-50 employees. Its website is https://www.avomd.com/.