About Avive:
Avive Solutions, Inc. (https://avive.life) is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation.
Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates.
Check out this short video that shows a glimpse of how our team is working to re-think cardiac arrest response and save lives! https://www.youtube.com/watch?v=2p4zfOWo62E
Learn more about working at Avive: https://avive.life/careers/
About the Role:
We are seeking an Enterprise Customer Success Manager to manage and grow relationships across our most strategic customers. This role is responsible for driving adoption, ensuring operational success, and protecting and expanding revenue within a defined portfolio of enterprise accounts.
This is a highly proactive role. You will own the post-sale customer lifecycle, partnering closely with stakeholders to ensure they realize value from our platform and hardware while maintaining a high level of operational readiness. You will lead regular business reviews, identify risks early, and drive clear action plans to improve outcomes.
We are still building and evolving our enterprise motion. This role will play a key part in helping shape how we support and engage our largest customers. While playbooks and structure will continue to develop, we are looking for someone who thrives in a startup environment, is comfortable operating through change, and is excited to build alongside us.
This role partners closely with Sales, Support, Product, and Operations to deliver a seamless customer experience and drive long-term success.
What you'll do:
- Own a portfolio of enterprise customers, acting as the primary point of contact post-sale
- Build and maintain relationships with key stakeholders, including executive leadership
- Drive alignment on goals, expectations, and success criteria
- Ensure customers are fully deployed, adopted, and operational
- Monitor account health and proactively address risks
- Drive usage, engagement, and overall platform and hardware adoption
- Partner with customers to improve operational readiness and outcomes
- Lead Quarterly Business Reviews (QBRs) and annual reviews
- Provide data-driven insights and recommendations to customers
- Identify opportunities for expansion and partner with Sales to execute
- Manage renewals for assigned accounts and drive retention
- Identify and mitigate risks early, including product, operational, or relationship challenges
- Act as the quarterback during escalations, coordinating cross-functional resources
- Ensure timely resolution and clear communication with customers
- Partner with Support to ensure strong issue resolution and customer experience
- Provide feedback to Product and Engineering based on customer insights
- Work closely with Sales on expansion opportunities and account strategy
Adoption, Value, & Outcomes
Strategic Account Management
Risk Management & Escalation
Cross-Functional Collaboration
Additional Responsibilities:
- Onsite Deployments: Lead and support onsite deployments for strategic customers, ensuring successful setup, training, and initial adoption
- Portal / System Support: Guide customers in effectively using the platform, including account structure, user management, and system navigation
- Operational Readiness: Monitor and drive ongoing system health and readiness, ensuring customers remain fully operational
- Expansion Identification: Identify opportunities for growth based on usage, gaps, and customer goals, and partner with Sales to execute
- Renewal Ownership: Own renewal strategy and execution, proactively managing risk and aligning with customer timelines and objectives
- Escalation Quarterbacking: Act as the central point of coordination during escalations, ensuring clear communication and timely resolution across teams
Who you are:
- You are proactive and take ownership—waiting for customers to reach out is not your style
- You are comfortable operating with both executive stakeholders and day-to-day users
- You are data-driven and use insights to guide conversations and decisions
- You are organized and can manage multiple priorities without losing attention to detail
- 5+ years of experience managing enterprise or strategic accounts
- Experience in SaaS, healthcare, public safety, or other mission-critical environments
- Experience supporting hardware + software platforms
- Experience working with Federal Government (FedGov) and/or SLED (State, Local, Education) customers
- Experience working in a high-growth or startup environment
- Background partnering closely with Sales on expansion and revenue growth
- Willingness and ability to travel 25–50% for customer onsite engagements, deployments, and industry conferences
Skills Required
- 5+ years managing enterprise or strategic accounts
- Experience in SaaS, healthcare, public safety, or other mission-critical environments
- Experience supporting combined hardware and software platforms
- Experience working with Federal Government (FedGov) and/or SLED customers
- Experience in high-growth or startup environments
- Background partnering with Sales on expansion and revenue growth
- Willingness and ability to travel 25-50% for onsite engagements and conferences
- Lead and support onsite deployments, training, and initial adoption
- Data-driven with ability to provide insights and recommendations
- Ability to manage multiple priorities, coordinate escalations, and communicate with executive stakeholders
What We Do
Avive Solutions, Inc. is a growth stage Automated External Defibrillator (AED) company with a connected response system that is rapidly gaining market share. We are a mission driven team that is quite literally saving lives. Sudden Cardiac Arrest (SCA) is a leading cause of death in the United States, and we are on a mission to change that! We are a dynamic organization that builds elegant, creative solutions to solve complex problems. Ultimately, our mission is for all cardiac arrest victims to have rapid access to life-saving defibrillation. Avive is taking a fresh approach to addressing this decades-old problem by innovating AED technology, coupled with a first-of-its-kind software platform solution to enable a quicker and more streamlined response to SCA emergencies. We believe that this unique combination of deploying advanced – yet still accessible – hardware, and software, has the potential to revolutionize out-of-hospital cardiac arrest response and massively impact SCA survival rates. Despite tackling a massive and complex public health issue, which has had the same dismal survival rate of 10% for decades, Avive does so with optimism and fervor. Fueled by the words and experiences of those whose lives have been impacted or lost to SCA, the Avive team has simply refused to accept the status quo, working relentlessly to move the needle on survival rates. Rory Beyer, Moseley Andrews, and Sameer Jafri came together with a seemingly simple idea – that anyone can and should be able to positively impact the outcome of a Sudden Cardiac Arrest (SCA) rescue. Drawn together by their complementary skills and background, they met at a conference focused on SCA prevention and quickly came to share a vision for the profound impact that a more effective solution could have on thousands of families every year. With Rory and Moseley’s technical expertise and a novel AED concept they had developed at MIT, combined with Sameer’s experience in SCA prevention through his non-profit organization – Saving Hearts Foundation, the three co-founded Avive in 2017. Our story is just beginning, and we hope you’ll come write it with us. https://youtu.be/XUiwcB_9bzw We are actively hiring, see how you can contribute at https://avive.life/careers/
Why Work With Us
If you'd like to learn more about what it’s like to work at Avive, visit https://avive.life/careers/ And check out our Glassdoor reviews at: https://www.glassdoor.com/Overview/Working-at-Avive-Solutions-EI_IE8305608.11,26.htm
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