Senior Customer Success Manager

Avante•Seattle, WA

7d•$142,000 - $173,000•Hybrid

About The Position

Avante is an AI-native benefits intelligence platform designed to simplify benefits complexity for both employees and HR leaders. The platform uses AI agents, Carly and Ava, to provide personalized employee guidance and strategic intelligence to benefits leaders, respectively. Avante 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 ideation. As the company grows rapidly, it is scaling its customer success team to support its increasing customer base, which includes notable brands like Samsung, News Corp, and Zscaler.

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, including 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 internal teams.
Genuine excitement about using AI to improve job performance, with hands-on examples of AI integration into workflows.
A self-starter mentality, energized by ambiguity and motivated to build processes.
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 handoffs from implementation, and driving ongoing value throughout the customer lifecycle.
Serve as the day-to-day strategic contact and QBR owner, accountable for customer renewals and growth.
Drive measurable strategic outcomes by working with senior total rewards and benefits leaders to define success metrics (cost containment, vendor performance, employee adoption) and using Ava's intelligence to demonstrate progress.
Drive enterprise-scale engagement with Carly across geographies, populations, and employee lifecycle events.
Own large renewals and support complex expansion opportunities, forecasting accurately, 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, and orchestrating engagement to deliver value to the right people at the right time.
Run executive briefings for CHROs, CFOs, or board members, presenting a 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.
Utilize AI tools like Claude daily for tasks such as preparing for customer calls, drafting executive briefings, analyzing utilization data, building briefing decks, and accelerating workflows.
Partner across functions, coordinating with implementation at go-live, collaborating with sales on expansion plays, working with product on customer needs, and driving customer advocacy with marketing.
Adapt to company growth, expecting and welcoming evolution in the book of business, tooling, and the role itself.