Customer Success Manager

About Avante

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 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.

• 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 Q  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…