Own post-sale relationships with mid-market home service accounts, driving retention, expansion, and renewals. Lead EBRs, identify upsell opportunities, and monitor account health at a fast-growing AI SaaS startup.
240k – 280k
On-site7+ YOEAccount Management
About the role
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
Experience building or refining AM/CS processes at a scaling startup
Who You Are
Operate with urgency and ownership
Curious about customers’ businesses and can quickly learn the metrics that matter
Thrive in a fast-moving environment where processes are still being built
Communicate clearly and confidently, in writing, on video calls, and in an EBR with business owners
Motivated by visible impact
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
Skills
HubSpotCRMAccount ManagementCustomer SuccessB2B SaaSExecutive Business ReviewsUpsellingCross-SellingNet Revenue RetentionStakeholder Management
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