Senior Customer Success Manager

About the role

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.

Responsibilities

• 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.
• Be 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.
• 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.
• 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.

Requirements

• 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

Qualifications

• 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

Benefits

• Stock options
• Medical/dental/vision
• 401k

Pay

$142K-$173K OTE

Schedule

In‑office culture (4 days a week)