Head of Customer Success

Avante is an early-stage AI SaaS startup based in Seattle, WA, with an in‑office culture (4 days per week on-site). We’re on a mission to transform how self‑funded employers manage their benefits and HR operations, shifting them from reactive firefighting to proactive, data‑driven planning. In the U.S., employers spend over $1.3 trillion annually on healthcare, making it their second‑largest business expense after payroll. Yet the system remains fragmented, opaque, and inefficient, costing companies billions in unnecessary claims, underutilized programs, and employee dissatisfaction. Avante addresses this head‑on by unifying disjointed benefits data, layering in AI, and delivering personalized, actionable insights to both employers and employees. We’re well‑funded with backing from leading venture and strategic investors, and our platform is already in use by several innovative employers who are seeing measurable value—\u2014 from cost containment and better vendor oversight to improved employee experience and engagement. At Avante, we believe the future of benefits is intelligent, employee‑centric, and outcome‑driven—and we’re building the operating system to power that future. Role Overview : We are seeking an experienced enterprise SaaS leader (8+ years) to define and scale Avante’s Customer Experience (CX) function from the ground up. This Head of CX role is a new leadership position and offers the opportunity to join Avante’s executive team, reporting directly to the CEO and shaping how we deliver value to our customers throughout their lifecycle. You will own the end-to-end post‑sales journey—from onboarding and implementation to customer success, renewals and expansions, and QBRs. In the near term, this is a hands‑on, “player‑coach” role, directly engaging with customers while building foundational processes. Over time, you’ll hire, mentor, and lead a high‑performing CX organization that drives retention, expansion, and customer advocacy at scale. This is a rare opportunity to architect how a company builds and sustains relationships with Fortune 1000 employers—while shaping the trajectory of a startup redefining how benefits are delivered and experienced. 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. $200,000 - $250,000 a year This position includes a generous equity grant and full benefits. #J-18808-Ljbffr