Account Manager
Account Managers at Avoca are strategic partners to our customers, owning the full post-sale relationship with a portfolio of leading home service brands. You'll sit at the intersection of customer success and revenue, responsible for retention, expansion, and ensuring every account extracts maximum value from the platform. This is a new role on our growing Account Management team, reporting directly to our VP Sales. The ideal candidate is equally comfortable deepening an executive relationship and digging into the data behind a customer's missed-call rate.
What You'll Do
- Own a book of mid-market home service accounts, driving retention, expansion, and on-time renewals across your full portfolio
- Build and deepen relationships with key stakeholders, positioning Avoca as an indispensable platform partner
- Lead quarterly and executive business reviews that tie Avoca's performance directly to customer outcomes: booked jobs, captured revenue, and missed-call rate
- Identify, develop, and close upsell and cross-sell opportunities, growing net revenue retention across your accounts
- Partner with Sales, Implementation, and Product teams to ensure smooth onboarding, ongoing adoption, and successful rollout of new features
- Monitor account health signals proactively, identifying and intervening on at-risk accounts before churn becomes a threat
- Serve as the internal voice of the customer, surfacing product feedback, trends, and patterns to Product and Engineering
- Collaborate with Marketing on customer success stories, case studies, and reference programs that fuel Avoca's growth
What You'll Bring
- 7-10 years of account management or customer success experience at a B2B SaaS company, ideally in a high-growth environment
- Proven track record of meeting or exceeding NRR, GRR, or expansion targets within a named account portfolio
- Experience navigating complex, multi-stakeholder accounts, from frontline operators to executives, with confidence and credibility
- Strong commercial instincts: comfortable identifying and closing expansion opportunities with or without a dedicated sales partner
- Excellent communication and presentation skills, with the ability to run high-impact executive business reviews
- Proficiency with CRM tools (we use HubSpot) and familiarity with CS platforms
- Nice to have: experience in home services, field services, or vertical SaaS; familiarity with AI or voice-based products
- Nice to have: experience building or refining AM/CS processes at a scaling startup
Who You Are
- You operate with urgency and ownership, when an account is struggling, you're already three steps into solving it
- You're curious about your customers' businesses and can quickly learn the metrics that matter to an HVAC owner or plumbing dispatcher
- You thrive in a fast-moving environment where processes are still being built, and you contribute to shaping them
- You communicate clearly and confidently, in writing, on video calls, and in an EBR with business owners
- You're motivated by visible impact: seeing a customer's missed-call rate drop because of work you did
- You're fully in-office at our NYC headquarters and energized by the high-velocity, collaborative culture that makes Avoca move fast
Benefits
- Comprehensive medical, dental, and vision insurance
- Company-sponsored 401(k) through Vestwell
- Flexible PTO plus U.S. federal holidays
- Company-wide off-sites
- Daily in-office lunch through Parkday
- Dinner covered when working late
- Commuter benefits and late-night rideshare
- Standing desks and workspace accommodations available on request
- All core tools and software provided
Compensation: The expected on target earnings for this role is $240,000-$280,000, with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca's total compensation package includes base salary, on target earnings, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process.
Why Avoca
At Avoca, you'll be part of a team that's building a category-defining company at the center of a massive market opportunity. We're a fast-moving, collaborative team with a culture designed for builders who thrive on speed, iteration, and impact.
Avoca provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.