Implementation & Customer Success Manager
About AvoAvo is the leading AI platform for healthcare enterprises, built to drive their most pressing clinical initiatives at the point of care. Clinicians today navigate dozens of tabs, applications, and datasets to deliver high-quality care — reading through rapidly evolving hospital protocols, medical guidelines, and payer policies that live outside the EHR. Avo changes that.Avo serves as a central hub for clinicians, instantly synthesizing relevant patient data, proposing diagnoses and care plans, assisting with orders and documentation, and surfacing evidence-based guidance. With copilots like Chart Assist and Ask Avo, and its AI Consult tool, Avo supports clinicians across entire workflows — admission, discharge, rounding — freeing them from point solution fatigue.We are product-obsessed, collaborative, and scrappy. Our investors include Noro Moseley, AlleyCorp, Scrub Capital and several leading hospitals and universities.The RoleThe Implementation & Customer Success Manager owns the full customer lifecycle from onboarding through long-term success. You will launch new health system and practice customers, then stay with them as their primary point of contact, driving adoption, renewals, and expansion. You will report to the VP of Implementation & Customer Success and work closely with Solutions Engineering, Clinical, and Product teams.You will build relationships with on-the-ground champions and deliver training virtually, with occasional travel to customer sites at key moments. This role requires equal comfort running a go-live and sitting in a quarterly business review. The same person who gets a customer live is accountable for their long-term results.Key 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 storiesSkills & Qualifications3+ 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 pointsIf you have launched health tech, built lasting relationships with clinical teams, and want to own both the start and the long game, we want to hear from you.Why Join AvoImpact: 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 the full customer lifecycle from onboarding through long-term success. You launch customers and stay with them.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 TeamGenerous 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 usageCompensation and Equity: $110,000 - $130,000, performance bonus, equity