Implementation & Customer Success Manager

Avo is the leading AI platform for healthcare enterprises, helping clinicians make better decisions and improve the quality of patient care. The Implementation & Customer Success Manager will own the full customer lifecycle from onboarding through long-term success, driving adoption, renewals, and expansion while building relationships with clients.

Responsibilities:

• Own project timelines and task tracking for assigned implementations from contract signature through go-live
• Coordinate pre-launch alignment with key stakeholders, including department chairs, IT leads, and clinical champions
• Deliver go-live training sessions virtually and on-site, adapting content to different clinical audiences
• Travel to customer sites at key launch milestones as needed
• Monitor adoption metrics using Avo’s analytics dashboards and proactively address early warning signs
• Triage inbound support requests, escalating to Solutions Engineering when needed
• Build and maintain implementation resources including project plans, training decks, and customer-facing guides
• Run recurring check-ins with customer stakeholders post-launch to track progress and surface risks
• Own renewal and upsell motions for your accounts, partnering with Sales on expansion opportunities
• Gather structured product feedback from customers and relay it to the Product team
• Document the measurable impact of Avo adoption at each site: usage data, workflow changes, and outcome stories

Requirements:

• 3+ 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-live
• Proven project management skills: you keep multiple workstreams on track without needing to be reminded
• Strong communicator who can adapt register from frontline nurse to CMO in the same day
• Comfort with analytics tools and a curiosity for data; you dig into dashboards to find the story
• High tolerance for ambiguity; startup experience is a plus, but the mindset matters more than the resume line
• Willingness to travel occasionally for key launch milestones and customer site visits
• Clinical background (bonus): not required, but a meaningful plus for understanding EHR workflows and clinician pain points