Head of Customer Success

Key Responsibilities:

• Customer Success Leadership: Build and own the Avante client experience, ensuring every customer’s value realization goes beyond expectations. Define and refine processes for onboarding, support, renewals, and advocacy.
• Onboarding & Implementation: Design and lead high-quality implementation programs that set customers up for long-term success.
• Renewals & Retention: Use an understanding of adoption patterns and business value to expand Avante’s footprint in every account. Establish playbooks for QBRs, renewal planning, and account health monitoring.
• Customer Advocacy: Develop deep, trusted relationships with executives and HR leaders at customer organizations. Turn customers into references, champions, and long-term partners.
• Cross-Functional Collaboration: Work closely with Sales, Product, and Marketing to ensure alignment across the customer journey. Provide customer insights that shape roadmap, messaging, and go-to-market.
• Team Development: As the company scales, hire and lead a world-class CX team, including CSMs, implementation specialists, and support. Foster a culture of accountability, collaboration, and customer obsession.
• Metrics & Systems: Define and track KPIs such as Net Revenue Retention (NRR), time-to-value, and customer health. Build the systems and dashboards needed to measure impact and forecast outcomes.

Qualifications:

• 8+ years in B2B SaaS, with a proven track record leading Customer Success or Customer Experience teams.
• Experience managing enterprise accounts with complex implementations and long sales cycles.
• Strong understanding of Net Revenue Retention (NRR) and how to operationalize it.
• History of building CX functions in early-stage or high-growth environments; comfortable with ambiguity and building from zero to one.
• Exceptional communication and executive presence—able to engage credibly with senior HR, benefits, and finance leaders.
• Data-driven orientation: fluent in metrics, dashboards, and health scoring models.
• Collaborative leader who thrives cross-functionally, balancing empathy for customers with commercial outcomes.
• Passion for Avante’s mission and a desire to transform how employers manage healthcare and benefits.
• Must be based in or willing to relocate to Seattle. In-person collaboration is core to our culture (4 days/week on-site).

Why Join Avante:

• Ownership from Day One: You’ll architect Avante’s customer success strategy, processes, and team. Your fingerprints will be all over how we build enduring customer relationships.
• Executive Seat at the Table: As part of the leadership team, you’ll directly shape strategy across the company—from product and partnerships to revenue growth.
• Impact at Scale: Our customers are large, complex enterprises. The programs you build will directly influence how Fortune 1000 employers manage billions in healthcare spend.
• Top-Tier Backing & Momentum: Avante is well-capitalized, with support from leading VCs and strategic healthcare leaders. We already have paying enterprise customers and growing traction in the market.
• Growth Potential: Join at a pivotal stage. You’ll have the opportunity to scale a team, own a critical function, and grow with the company as we accelerate toward $25M ARR.
• Mission-Driven Culture: We’re small, scrappy, and obsessed with solving big problems together. We believe in kind candor, high standards, and deep trust.