Senior Customer Success Manager

Avante•New York, NY

29d•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 insights for benefits programs. 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 and collaboration. The company is experiencing rapid growth and is scaling its customer success team to support its increasing customer base, which includes notable brands like Samsung, News Corp, and Zscaler. This role is for a Senior Customer Success Manager who will be responsible for a portfolio of enterprise customers post-launch, acting as a strategic partner to ensure they derive ongoing, measurable value from the Avante platform. The ideal candidate will possess a blend of enterprise customer service and complex account management skills, aiming to build strong relationships with multiple stakeholders and drive value across these key accounts. This position is suited for individuals who thrive in fast-paced startup environments and believe in delivering exceptional customer experiences through 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, 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 when necessary.
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 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 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 the use of Ava and Carly, working with senior 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, accurately forecasting renewals, building expansion cases with data, and partnering with sales for multi-product or multi-entity opportunities.
Quarterback multi-stakeholder relationships within enterprise accounts, mapping organizations, building relationships across benefits, HR, finance, IT, and legal departments, and orchestrating engagement to ensure the right people see the right value.
Run executive briefings for senior leaders (CHRO, CFO, board members) with a clear point of view based on the data.
Act as the customer's voice internally, 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 data, and building decks to accelerate workflows.
Partner effectively across functions, coordinating with implementation teams, building expansion plays with sales, collaborating 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.