Partner Success Manager

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.

Partner-led accounts present an exciting dynamic: by collaborating closely with enterprise partners, we have the unique opportunity to build trust across both relationships and champion long-term client success. When nurtured effectively, partners become true force multipliers—bringing established credibility, deep insights, and early line-of-sight to client needs. This role exists to foster those collaborative, high-value relationships and unlock maximum impact for our partners and their clients alike.

You'll own a portfolio of partner-led end-client accounts, concentrated in SMB and mid-market, and spearhead the Partner Customer Journey Map that empowers partners and clients at every step from onboarding to renewal. As the pioneer in this dedicated motion, you'll have the exciting opportunity to shape our strategic playbook and directly influence the expansion of our partner channel.

This is a fit for someone who's managed accounts through an intermediary before (a broker, a reseller, a channel partner) and knows the job isn't just customer success, it's managing a partner relationship on top of it.

What You'll Do:

• Own the partner-led portfolio. Manage a book of SMB and mid-market accounts that came through our partner channel, end to end. You're accountable for the onboarding, health, renewal, and growth of these accounts, working through the partner rather than around them.
• Shape the Partner Customer Journey Map. Help build and continuously refine the journey map that defines how partners and end clients move from onboarding through renewal, and own execution at every stage.
• Support partners post-sale. Co-create customer success plans with partners for their end clients, and work alongside them on renewals so nothing falls through the cracks.
• Keep partners fluent on the product. Train partner teams on new features and product changes, and make sure they always know what's shipped and what's coming.
• Drive utilization through the partner. Help partners understand how their end clients are using the platform and equip them with what it takes to drive adoption higher.
• Build a shared view into health and risk. Create a data view partners can use to monitor account health, adoption, and risk themselves, rather than waiting on us to flag it.
• Run a regular cadence with partner contacts. Establish recurring check-ins to review product changes, key metrics, client learnings, and risk mitigation strategies together.
• Balance two relationships at once. Support the end client by supporting the partner, recognizing that a well-equipped partner accelerates outcomes while a neglected one can quietly block them.

What We're Looking For:

4-6 years of experience in customer success, account management, or partner/channel management in B2B SaaS

Direct experience managing accounts or relationships through an intermediary (broker, reseller, channel partner, or similar), and a clear understanding of how that changes the job from direct account management

Comfort managing a higher-volume, lighter-touch book of SMB/mid-market accounts, with the organization to run repeatable processes across many accounts at once

A consultative, outcomes-oriented style: you anchor on what changed for the partner and the end client, not how many calls you logged

Experience influencing a customer or partner journey from scratch, or strong instincts for what that process should look like

Genuine excitement about using AI to do your job better, with hands-on examples of how you've already brought it into your workflow

Strong written and verbal communication, since you'll regularly translate between what a partner needs to hear and what an end client needs to hear

A self-starter mentality: you're energized by ambiguity and building process where none exists yet

Startup experience at a similar stage company

Nice to Have:

Experience specifically with insurance brokers, TPAs, or benefits consultants as channel partners

HR tech or benefits industry experience

Experience standing up a shared reporting or health-scoring view for external partners