Customer Success Manager

Avante•New York, NY

11d

About The Position

We’re looking for an experienced Customer Success Manager to own a portfolio of customers post-launch. In this role, you’re the strategic partner for our customers to ensure they see ongoing, measurable impact from the Avante platform. Bringing forth a combination of customer service and account management skills, you will build lasting relationships and drive value across a set of both direct enterprise customers and partner-channel clients (brokers and their employer clients). If you thrive in fast-paced start-up environments and you believe the best customer experiences come from a combination of AI tool adoption, relationship building, product fluency, and genuine care, then this role is for you.

Requirements

4–6 years of customer success experience in B2B SaaS, ideally in a product that serves both business buyers and end users (HR tech, employee experience, productivity platforms), with at least 2 years at startups (seed through Series C)
A track record of commercial ownership: renewals, expansion, or net retention as part of your accountability, not adjacent to it
Strong executive presence and comfort running QBRs and strategic reviews with senior buyers
A consultative, outcomes-oriented operating style: you anchor on what changed for the customer, not how many touchpoints you logged
Genuine excitement about using AI to do your job better, with hands-on examples of how you've already brought it into your workflow
A self-starter mentality: you’re energized by ambiguity and excited to build processes where none exist yet.
Empathy, calm under pressure, and a genuine commitment to delivering an exceptional customer experience.

Nice To Haves

HR tech experience or comparable exposure to the buyer (benefits, HR, total rewards) and the workforce as end users
Familiarity with healthcare claims data, coding standards (ICD, CPT, HCPCS), or benefits data structures.
Experience working with channel partners, brokers, or TPAs.

Responsibilities

Own a portfolio of accounts from go-live forward.
Complete warm handoff from implementation and drive ongoing value across every stage of the customer lifecycle.
Drive measurable value through Ava and Carly.
Work with benefits leaders to define what success looks like in their program: cost containment, vendor performance, employee adoption.
Use Ava's intelligence to show progress against those goals.
Drive employee engagement with Carly through targeted launch communications, nudge strategies, and lifecycle touchpoints.
Own renewals and support expansion.
Run sharp executive conversations.
Translate customer signal into product impact.
Use AI tools as a core part of how you work.
Partner across functions.
Adapt as we grow.

Benefits

AI can get you 80% of the way there. Everything that goes out with your name on it is your responsibility to review, refine, and stand behind.
We take on hard problems and find meaning in the work, even when it's uncomfortable.
We assume good intent and follow up directly rather than venting in side channels.
We celebrate wins loudly and specifically, naming the actual behavior so the whole team learns what great looks like.
We are on by default, because we owe it to each other and to our customers to be available beyond what a regular corporate job would demand.
We do unscalable things today that build scalable advantages tomorrow.
Every white-glove dinner, every hand-built territory map, every late-night booth setup earns us the right to scale later.
We expect everyone to be the expert on AI in their function before anyone asks them to be.
The landscape changes weekly.
When you learn something, teach it.
Learn enough about adjacent functions to ask good questions, including what your AEs are saying on calls, how brokers actually make money, and why a benefits committee pushes back on a deal.
Ask the question you think is too basic, because in complex domains like benefits, the cost of a wrong assumption can be a lost account.
Curiosity without urgency is a hobby. Learning has to translate into action on a timeline that matches the opportunity.
We say the uncomfortable thing early, raising missed commitments or quality gaps directly with the person within 48 hours.
We surface problems when they're small, not the week they become a crisis.
Customer-facing work gets priority, always.
We close the loop every time, because over-communication is a feature at our stage, not a bug.