Director, Customer Success

About the role

This role involves leading a team of Technical Account Managers (TAMs) responsible for retaining and growing a subset of Avoca's customers. Key responsibilities include setting the vision, creating processes and best practices, maintaining deep relationships with cross-functional teams, and owning the renewal forecast, risk management, and value realization strategy.

Responsibilities

• Hire, develop, and retain a group of Technical Account Managers and managers of CS.
• Create and identify strategies to proactively address risks and opportunities related to adoption, engagement, and, most importantly, retention.
• Set the bar for technical depth, ownership, and customer communication across the team.
• Define career paths, performance standards, and coaching rhythms that drive continuous improvement.
• Serve as the senior escalation point—step in decisively with clients when needed to reset expectations or drive to resolution.
• Design and refine the operating model: escalation paths, staffing plans, workload distribution, and processes.
• Instrument the function with metrics that give leadership clear visibility into customer health and expansion opportunities.
• Own and maintain the team's knowledge base—best practices, process/tooling training, configuration preferences, product enablement guides and playbooks.
• Own the interface between the TAMs, Support, Delivery, Operations, Sales, and Product-Engineering.
• Influence product and engineering priorities based on patterns in support data.

Requirements

Requirements include 8-12+ years of experience in customer success, with 5+ years in a management role. Must have strong technical instincts, proven ability to hire well, coach directly, and hold a high bar without micromanaging. Process-builder by nature, comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership, and capable of balancing IC work with team leadership.

Qualifications

Qualifications include excellent communication skills, comfort with balancing IC work and team leadership, and a strategic mindset for high-growth, high-ambiguity environments.

Skills

Skills required include strong technical understanding, effective communication, and the ability to build and lead a team in a high-growth environment.

Benefits

Benefits include comprehensive medical, dental, and vision insurance, a company-sponsored 401(k) through Vestwell, flexible PTO plus U.S. federal holidays, daily in-office lunch through Parkday, dinner covered when working late, commuter benefits and late-night rideshare, standing desks and workspace accommodations, and a comprehensive suite of benefits.

Pay

The expected base salary for this role is $220,000-$280,000, with final compensation based on experience, skills, and qualifications. Avoca's total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits.

Schedule

The role is full-time, in-office at Avoca's NYC headquarters.