[Remote] Implementation & Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Avo is a leading AI platform for healthcare enterprises, focused on improving clinical workflows at the point of care. The Implementation & Customer Success Manager will oversee the customer lifecycle from onboarding to long-term success, ensuring adoption and driving renewals while building relationships with clients and delivering training.ResponsibilitiesOwn project timelines and task tracking for assigned implementations from contract signature through go-liveCoordinate pre-launch alignment with key stakeholders, including department chairs, IT leads, and clinical championsDeliver go-live training sessions virtually and on-site, adapting content to different clinical audiencesTravel to customer sites at key launch milestones as neededMonitor adoption metrics using Avo’s analytics dashboards and proactively address early warning signsTriage inbound support requests, escalating to Solutions Engineering when neededBuild and maintain implementation resources including project plans, training decks, and customer-facing guidesRun recurring check-ins with customer stakeholders post-launch to track progress and surface risksOwn renewal and upsell motions for your accounts, partnering with Sales on expansion opportunitiesGather structured product feedback from customers and relay it to the Product teamDocument the measurable impact of Avo adoption at each site: usage data, workflow changes, and outcome storiesSkills3+ 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-liveProven project management skills: you keep multiple workstreams on track without needing to be remindedStrong communicator who can adapt register from frontline nurse to CMO in the same dayComfort with analytics tools and a curiosity for data; you dig into dashboards to find the storyHigh tolerance for ambiguity; startup experience is a plus, but the mindset matters more than the resume lineWillingness to travel occasionally for key launch milestones and customer site visitsClinical background (bonus): not required, but a meaningful plus for understanding EHR workflows and clinician pain pointsBenefitsGenerous Time Off: Flexible and generous PTOComprehensive Health Plans: Medical, 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 OverviewCommunity for all things PreSales: Leaders + Sales, Solution, Value Engineers + Solutions Architects + Aspiring SEs. It was founded in 2020, and is headquartered in Chicago, Illinois, USA, with a workforce of 2-10 employees. Its website is https://www.presalescollective.com.