Implementation & Customer Success Manager

About Avo

Avo is an AI-powered platform designed for healthcare organizations and built to support critical clinical work directly at the point of care. It helps clinicians deal with fragmented workflows, multiple systems, and constantly changing protocols by bringing together relevant patient information, suggesting diagnoses and care plans, supporting orders and documentation, and highlighting evidence-based guidance.

With products such as Chart Assist, Ask Avo, and AI Consult, the platform supports clinicians across key workflow stages including admission, discharge, and rounding. Avo is backed by investors including Noro Moseley, AlleyCorp, Scrub Capital, as well as several hospitals and universities.

The team is described as product-focused, collaborative, and resourceful.

Role Overview

The Implementation & Customer Success Manager is responsible for the complete customer journey, starting with onboarding and continuing through long-term account success. In this role, you will launch new health system and practice customers, serve as their main point of contact, and help drive adoption, renewals, and account growth.

You will report to the VP of Implementation & Customer Success and partner closely with Solutions Engineering, Clinical, and Product teams. The role combines launch execution, stakeholder management, customer training, and post-go-live relationship ownership.

This position requires comfort both in running a go-live and in leading quarterly business reviews. You will build relationships with customer champions, deliver virtual training, and occasionally travel to customer sites during important milestones.

Key Responsibilities

• Manage implementation timelines and track tasks from contract execution through customer go-live.
• Coordinate pre-launch planning with key stakeholders such as department leaders, IT contacts, and clinical champions.
• Lead go-live training sessions both virtually and on-site, tailoring the material to different clinical audiences.
• Travel to customer locations when needed for major launch moments and site visits.
• Review adoption data in Avo’s analytics tools and take action early when usage or engagement trends show risk.
• Handle incoming support issues and work with Solutions Engineering when escalation is required.
• Create and maintain implementation assets such as project plans, training materials, and customer guides.
• Conduct regular post-launch check-ins with customers to measure progress and identify concerns.
• Own renewals and expansion opportunities for assigned accounts in partnership with Sales.
• Collect structured feedback from users and share it with the Product team.
• Track and document the business impact of adoption, including usage patterns, workflow improvements, and outcome narratives.

Requirements

• At least 3 years of experience in implementation or customer success within healthcare technology, with direct exposure to clinical workflows and EHR environments such as Epic, Meditech, Cerner, or similar systems.
• Demonstrated success managing accounts beyond go-live, including renewals and upsells.
• Strong project management capability with the ability to juggle several workstreams independently.
• Excellent communication skills and the ability to adjust communication style for audiences ranging from frontline nurses to senior medical leaders.
• Comfort working with analytics platforms and using data to understand customer behavior and outcomes.
• Ability to work effectively in ambiguous, fast-changing startup environments.
• Willingness to travel occasionally for launch support and customer visits.
• Clinical experience is not mandatory, but it is considered a strong advantage.

Why Join Avo

The role offers the opportunity to contribute to a mission-driven product used inside hospitals to improve clinician decision-making at the point of care. You will have ownership across the entire customer lifecycle, work in a fast-moving and low-bureaucracy environment, and collaborate with a team of clinicians, engineers, and product specialists.

The company follows a remote-first approach and supports flexible working hours for employees across the US.

Benefits and Compensation

• Flexible and generous paid time off.
• Medical, dental, and vision coverage for employees and their families.
• 401(k) matching to support retirement savings.
• Tax-free personal device allowance.
• Base compensation of $110,000 to $130,000, plus performance bonus and equity.