Account Manager

Avoca•New York, NY

14d•$240,000 - $280,000•Onsite

About The Position

Account Managers at Avoca are strategic partners to our customers, owning the full post-sale relationship with a portfolio of leading home service brands. You’ll sit at the intersection of customer success and revenue, responsible for retention, expansion, and ensuring every account extracts maximum value from the platform. This is a new role on our growing Account Management team, reporting directly to our VP Sales. The ideal candidate is equally comfortable deepening an executive relationship and digging into the data behind a customer’s missed-call rate.

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

Nice To Haves

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

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