Customer Success Director

US - NY Area or Remote. Posted 5 months ago

The role

The Customer Success Director owns post-launch relationships for health system and practice customers. You will manage adoption, engagement, renewals, and expansion while building CS playbooks and processes.

What you will do

Own a portfolio of accounts post-launch as the primary relationship holder
Run structured quarterly business reviews
Monitor adoption metrics and proactively intervene when engagement drops
Triage inbound support requests and coordinate resolution
Gather and relay structured product feedback to inform the roadmap
Document the measurable impact of Avo at each site
Own renewal timelines and build renewal plans
Identify and develop upsell opportunities
Build and formalize the CS playbook
Create scalable customer-facing resources

Required qualifications

7+ years in customer success or account management in healthcare technology
Direct exposure to clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar)
Proven track record owning renewals and upsells
Experience building or formalizing CS processes from scratch
Strong executive presence
Comfort with analytics tools and a hunger for data
High tolerance for ambiguity

Nice to have

Startup experience

Benefits

Flexible and generous PTO
Medical, dental, and vision coverage for you and your family
401K Matching
Personal Device Allowance
Compensation and Equity

About the company

Avo is the leading AI platform for healthcare enterprises, helping clinicians make better decisions, move faster, and improving the quality of patient care. The company is product-obsessed, collaborative, and scrappy.