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AvocaAvocaNew York, NY

Account Manager

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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