Customer Success Manager

Avante is located in Seattle, WA, with an in-office culture requiring 4 days per week on-site. We're on a mission to transform how self-funded employers manage their benefits and HR operations. Our AI-powered SaaS platform helps employers shift from reactive firefighting to strategic planning, while providing employees with the guidance they need to truly understand and maximize their benefits.

Employee benefits represent the second-largest expense for most businesses, yet the landscape is fragmented, complex, and difficult to navigate. Avante unifies fragmented benefits data and provides AI-driven insights that help employers control costs while delivering an exceptional employee experience.

The Role: Build Something Foundational

We're looking for a versatile Customer Experience & Operations Manager to join our team at a pivotal moment in our growth. This is a high-impact, cross-functional role where you'll wear multiple hats, from leading customer onboarding and supporting long-term success to improving internal processes that enable us to scale. You’ll have the opportunity to shape not only how we implement and support our platform, but also how we define and evolve our CX function as a whole. You’ll gain exposure to all aspects of an early stage business, including implementation, support, operations, and product development, all while helping to shape the foundation of our customer experience function.

You might have encountered the term "unicorn" in the startup world, referring to individuals who possess a rare combination of skills and versatility, allowing them to contribute across various functions within a company. This role embodies that concept. If you’re someone who enjoys variety, thrives in collaborative environments, and is eager to grow alongside a fast-moving team, we’d love to hear from you.

• Customer Implementation & Success
• Lead the onboarding process for new clients, ensuring seamless integration of Avante's platform into their existing systems.
• Provide responsive, empathetic support to end users and administrators throughout the customer lifecycle.
• Serve as a day-to-day contact for customer inquiries, troubleshooting issues and coordinating solutions across internal teams.
• Use your subject matter expertise to support Avante's sales team in cultivating new customers.
• Internal Operations & Process Improvement
• Collaborate with cross-functional teams to identify and implement process improvements that enhance operational efficiency.
• Develop and refine internal CX playbooks, documentation, and tooling to streamline workflows and improve team efficiency.
• Identify opportunities to automate or simplify recurring processes across the sales, implementation, and support lifecycle.
• Leverage AI tools to create situationally appropriate solutions for individual and team productivity.

• Bachelor's degree in Business, Communications, or a related field.
• 3–5 years of experience in customer success, implementation, or operations roles within a SaaS or technology-driven environment.
• Strong problem-solving skills and the ability to navigate complex client needs.
• Excellent communication and interpersonal skills, with a focus on client satisfaction.
• Proficiency in project management tools and CRM systems.
• Excitement about using AI tools to supercharge your own productivity.
• Comfortable managing multiple workstreams simultaneously and adapting to shifting priorities in a fast-paced setting.
• A proactive, problem-solving mindset with attention to detail and a bias toward action.
• Willingness to roll up your sleeves—whether it’s solving a customer’s urgent issue, documenting a process, or contributing ideas on how to scale a new initiative.
• No task is too small, and every challenge is an opportunity to learn.

• Experience in the HR tech, health tech, or benefits administration industry.
• Familiarity with AI-driven platforms and data analytics.
• Familiarity with healthcare claims data, including structure, coding standards (e.g., ICD, CPT, HCPCS), and common data sources such as medical, pharmacy, and eligibility files.
• Ability to adapt in a fast-paced, evolving startup environment

• Initial screen with our recruiters
• Phone screen with our Head of CX
• On-Site Interview Loop - Behavioral interviews to explore your approach to team work and problem solving - CX Strategy & Execution Exercise OR Customer Experience Case Exercise to explore your approach to problem-solving, prioritization, tone, and cross-functional navigation.
• Final conversation with our CEO

Our Company Values

At Avante, our culture is defined by four core values:

Beat Yesterday: We're relentlessly committed to improvement, challenging ourselves to exceed our previous best and redefine what's possible. Every day is a fresh opportunity to innovate, grow, and push boundaries.

Embrace Type 2 Fun: We acknowledge that startup life is challenging, but deeply rewarding. We approach difficult moments with resilience, positivity, and empathy for our teammates, finding meaning and even joy in the climb.

Act Like an Owner: We take initiative beyond job descriptions, solving problems rather than just pointing them out. We navigate ambiguity by focusing on broader business goals and hold ourselves accountable with kindness and candor. Our commitment extends beyond shipping code—we own outcomes.

Stay Hungry, Stay Curious: We reject "that's how it's always been done" thinking in favor of radical innovation. We approach our mission with humility and endless curiosity, believing we can create a meaningful impact. We ask the questions that others are only thinking.

If you're excited about solving meaningful problems in a fast-paced environment where your work directly impacts customers' lives, we'd love to hear from you!