Senior Customer Success Manager

Avante•Seattle, WA

5d•Hybrid

About The Position

Avante is an AI-native benefits intelligence platform designed to simplify benefits complexity for both employees and HR leaders. For employees, the AI agent Carly offers personalized, continuous guidance on benefits. For benefits leaders, the AI agent Ava provides strategic insights into costs, utilization, and outcomes by monitoring the entire benefits program. This creates a feedback loop where employee engagement data influences benefits strategy, leading to an improved employee experience. The company is headquartered in Seattle with an expanding presence in New York City, fostering an in-office culture (4 days a week) to encourage community, collaboration, and innovation. As Avante experiences rapid growth, they are scaling their customer success team to support an increasing customer base, which includes notable brands like Samsung, News Corp, and Zscaler. The role of Senior Customer Success Manager is crucial for managing a portfolio of enterprise customers post-launch, acting as a strategic partner to ensure they continuously derive measurable value from the Avante platform. This position requires a blend of enterprise customer service and complex account management skills to build strong relationships with various stakeholders and drive value across enterprise clients. Ideal candidates thrive in fast-paced startup environments and believe that exceptional customer experiences are a result of AI tool adoption, relationship building, product expertise, and genuine care.

Requirements

7+ years of customer success experience in B2B SaaS.
At least 3+ years owning strategic enterprise accounts with multi-stakeholder buying committees.
At least 2+ years working at a start-up (seed through series C).
A track record of commercial ownership, with renewals, expansion, or net retention as a direct accountability.
Strong executive presence and comfort running QBRs and strategic reviews with senior buyers.
A consultative, outcomes-oriented operating style with the credibility to push back on customers and the internal team when necessary.
Genuine excitement about using AI to enhance job performance, with hands-on examples of integrating AI into workflows.
A self-starter mentality, energized by ambiguity and motivated to build processes where none exist.
Empathy, calm under pressure, and a genuine commitment to delivering an exceptional enterprise 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 enterprise accounts, engaging with them prior to close, building rapport with executive champions, managing warm handoffs from implementation, and driving ongoing value throughout the customer lifecycle.
Serve as the day-to-day strategic contact, own Quarterly Business Reviews (QBRs), and be accountable for customer renewals and growth.
Drive measurable strategic outcomes through Ava and Carly by collaborating with senior total rewards and benefits leaders to define success metrics (e.g., cost containment, vendor performance, employee adoption) and demonstrating progress using Ava's intelligence.
Drive enterprise-scale engagement with Carly across different geographies, populations, and employee lifecycle events.
Own large renewals and support complex expansion opportunities, including accurate forecasting, building expansion cases with data, and partnering with sales for multi-product or multi-entity opportunities.
Quarterback multi-stakeholder relationships by mapping organizations, building relationships across benefits, HR, finance, IT, and legal departments, and orchestrating engagement to ensure the right people see the right value at the right time.
Run executive briefings for senior leaders (CHRO, CFO, board members) with a clear point of view based on benefits intelligence data.
Act as the customer's voice internally by surfacing patterns observed across enterprise accounts to product, marketing, and leadership teams with actionable specificity and context, and closing the loop with customers when their feedback influences the roadmap.
Utilize AI tools (like Claude) daily for tasks such as preparing for customer calls, drafting executive briefings, analyzing utilization data, and building briefing decks to accelerate workflows.
Partner across functions, coordinating with implementation for go-live, collaborating with sales on expansion strategies, working with product on customer needs, and driving customer advocacy with marketing.
Adapt to company growth, expecting and welcoming evolution in the role, customer book, and tooling.