Senior Customer Success Manager

Avante is the enterprise AI platform for benefits teams. Benefits is one of the most complex, high-stakes functions in any company, and Avante’s purpose-built agents take on end-to-end benefits work, from checking vendor contracts against claims to preparing leadership reports to helping employees use and understand their benefits. Samsung Semiconductor, Real Chemistry, Zscaler and News Corp use Avante today to keep costs in check, support employees across the globe, and get more from their benefits investment.

We’re looking for a Senior Customer Success Manager 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 specificity and context that they can act on it. Close the loop with the customer when their feedback shapes the roadmap.

Use AI tools as a core part of how you work
. We expect our CS team to use Claude (and tools like it) daily: to prep for customer calls, draft executive briefings, analyze utilization data, build briefing decks and accelerate every part of their workflow. 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…