The posting
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.
The Role
What You’ll Do
- 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 QBR 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 connection is built one conversation at a time.
- Adapt as we grow. Your book, your tooling, and the role itself will evolve as the company scales. You should expect that and welcome it.
What We’re Looking For
- 7+ years of customer success experience in B2B SaaS, with at least 3+ years owning strategic enterprise accounts with multi-stakeholder buying committees and at least 2+ years working at a start-up (seed through series C)
- A track record of commercial ownership: renewals, expansion, or net retention as part of your accountability, not adjacent to it
- 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 on our own team when the right answer requires it
- Genuine excitement about using AI to do your job better, with hands-on examples of how you've already brought it into your workflow
- A self-starter mentality: you’re energized by ambiguity and excited to build processes where none exist yet.
- Empathy, calm under pressure, and a genuine commitment to delivering an exceptional enterprise customer experience.
Nice to Have
- 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.
Our Company Values
Role Progression
Interview Process
- Introductory call with our Talent team (30 min)
- Conversation with the SVP of Customer Experience (45 min)
- Team interviews with CSMs and cross-functional partners (90-120 min)
Avante is an Equal Opportunity Employer. We’re building a diverse, inclusive team and welcome candidates of all backgrounds.
