Implementation, Customer Success Manager

This is a fully remote position, open to applicants in New York.

📋 Description

• Take ownership of project timelines and task management for assigned implementations from the point of contract signing to go-live.

• Facilitate pre-launch alignment with critical stakeholders, which includes department heads, IT leaders, and clinical advocates.

• Conduct go-live training sessions both virtually and on-site, tailoring the content to various clinical audiences.

• Travel to customer locations during essential launch milestones as necessary.

• Track adoption metrics utilizing Avo’s analytics dashboards and proactively address any early warning signs.

• Manage incoming support requests, escalating to Solutions Engineering when appropriate.

• Develop and maintain implementation resources such as project plans, training presentations, and customer-facing documentation.

• Hold regular check-ins with customer stakeholders after launch to monitor progress and identify risks.

• Manage renewal and upsell initiatives for your accounts, collaborating with Sales on growth opportunities.

• Collect structured product feedback from customers and communicate it to the Product team.

• Document the quantifiable impact of Avo adoption at each site, including usage statistics, workflow alterations, and success stories.

⛳️ Requirements

• Minimum of 3 years in implementation or customer success within healthcare technology, with direct experience in clinical workflows and EHR environments (Epic, Meditech, Cerner, or similar).

• Proven history of managing accounts through renewals and upsells, rather than just transitioning after go-live.

• Demonstrated project management abilities: you keep multiple workstreams on track without needing reminders.

• Excellent communication skills with the ability to adapt your tone from a frontline nurse to a CMO within a single day.

• Proficient with analytics tools and possess a curiosity for data; you explore dashboards to uncover insights.

• High tolerance for ambiguity; while startup experience is an advantage, the mindset is more critical than the specific job history.

• Openness to occasional travel for significant launch milestones and customer site visits.

• Clinical experience (preferred): not mandatory, but a valuable asset for understanding EHR workflows and clinician challenges.

🏝️ Benefits

• Flexible and generous paid time off.

• Comprehensive medical, dental, and vision insurance for you and your family.

• Contribution matching to assist in investing in your future.

• Tax-free funds available for personal device usage.

• Performance bonuses and equity options.