Account Manager

About the role

The ideal candidate is equally comfortable deepening an executive relationship and digging into the data behind a customer’s missed-call rate.

Responsibilities

• 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

Requirements

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

Qualifications

Nice to have: experience in home services, field services, or vertical SaaS

Nice to have: experience building or refining AM/CS processes at a scaling startup

Skills

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

Pay

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.

Schedule

Avoca’s team operates in a fast-paced, dynamic environment, so hours may vary depending on project needs.