[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.
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
Skills
- 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
Benefits
- Generous Time Off: Flexible and generous PTO
- Comprehensive Health Plans: Medical, dental, and vision coverage for you and your family
- 401K Matching: Contribution matching to help invest in your future
- Personal Device Allowance: Tax-free funds for personal device usage
- Performance bonus
- Equity
- Remote-First: Work from anywhere in the US with flexible hours
Company Overview