Account Manager

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.