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.
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
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