Senior Customer Success Manager

Ask any employee to explain their benefits, and you'll likely get a confused shrug. Ask any HR leader if their benefits investment is working, and you'll get an honest  I don't know.  For employees, benefits are confusing and overwhelming. For HR and finance leaders, benefits are the second-largest expense, but they lack the visibility to know what's working and what's wasted.

At Avante, we're changing that. We're an AI-native benefits intelligence platform built to turn benefits complexity into clarity. For employees, our agent Carly provides personalized, always-on benefits guidance. For benefits leaders, our agent Ava monitors their entire program, surfaces what needs attention, and delivers strategic intelligence on costs, utilization, and outcomes in seconds. Together, these agents create a closed-loop system where employee engagement data informs benefits strategy, and smarter strategy improves the employee experience.

We are headquartered in Seattle and expanding our presence to New York City, with an in-office culture (4 days a week) to drive community, collaboration, and ideation. We are growing fast and are scaling our customer success team to meet the needs of our growing customer base, with notable brands such as Samsung, News Corp, and Zscaler.

We’re looking for a Senior Customer Success Manager (NYC) to own a portfolio of enterprise customers post-launch. In this role, you’re the strategic partner for our largest customers to ensure they see ongoing, measurable impact from the Avante platform. Bringing forth a combination of enterprise customer service and complex account management skills, you will build lasting relationships across multiple stakeholders and drive value across our enterprise customers.

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.

• Own a portfolio of enterprise accounts
  . Engage with enterprise accounts prior to close, build rapport with executive champions, 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 Q  owner, and the person accountable for whether the customer renews and grows.
• Drive measurable strategic outcomes through Ava and Carly
  . Work with senior total rewards and 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 enterprise-scale engagement with Carly across geographies, populations and employee lifecycle events.
• Own large renewals and support complex 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.
• Quarterback multi-stakeholder relationships
  . Enterprise customers don’t have one buyer; they have committees. Map the org, build relationships across benefits, HR, finance, IT, and legal, and orchestrate engagement so the right people see the right value at the right time.
• Run executive briefings that get attention. Be prepared to brief a CHRO, CFO, or board members on what their benefits intelligence is showing them. The data is real, the stakes are high, and the audience is senior. Walk in with a point of view, not a status update.
• Be the customer’s voice internally with credibility
  . Surface the patterns you’re seeing across enterprise accounts to product, marketing, and the leadership team with enough…