Customer Success Manager

Avante•Seattle, WA

12d•$117,000 - $143,000

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. You're the day-to-day strategic contact, the QBR owner, and the person accountable for whether the customer renews and grows.
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. You're commercially accountable for your book. That means forecasting renewals accurately, building expansion cases backed by real usage and outcomes data, and partnering with sales when there's a multi-product or multi-entity opportunity.
Run sharp executive conversations. Benefits leaders at our customers are senior people running second-largest-line-item programs. Show up to QBRs and strategic reviews prepared with the right data, a clear point of view, and a set of next steps the room can commit to.
Translate customer signal into product impact. Customers routinely provide feedback through multiple channels. Bring that signal back to product, engineering, and marketing with enough specificity that the team can act on it. Close the loop with the customer when their feedback shapes a change.
Use AI tools as a core part of how you work. We expect our CSMs to use Claude (and tools like it) daily: to prep for customer calls, draft executive briefings, analyze utilization data, and build internal artifacts faster. If you've been waiting for permission to bring AI into your CS workflow, this is the team.
Partner across functions. Coordinate warm handoffs with implementation at go-live, build expansion plays with sales, work with product on what customers actually need, and drive customer advocacy with marketing. CS only works when it's tightly connected to the rest of the org, and at our stage that connection is built one conversation at a time.
Adapt as we grow. Your book, your tooling, and the role itself will evolve as the company scales. You should expect that and welcome it.