Customer Success Manager

Avoca; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

Avoca AI in New York, NY is seeking a Customer Success Manager to help customers onboard, adopt, and scale our AI-driven platform for home services. You will partner with Sales, Product, and Engineering to drive measurable business outcomes and ensure long-term customer value.

This role suits someone with 2–5 years in startups in customer success, implementation, or account management, plus strong communication and analytical skills.

Qualifications

• 2–5 years of experience in startups working in customer success, implementation, or account management (or >4 years overall experience).
• Exceptional communicator with strong presentation and facilitation skills.
• Analytical mindset with ability to tie customer KPIs to business outcomes.

Responsibilities

• Serve as the primary point of contact and trusted advisor for customers, ensuring successful implementation and adoption.
• Lead onboarding and rollout programs, tailoring approaches to customer goals and business models.
• Conduct regular business reviews to align objectives, measure results, and uncover new opportunities for value creation.
• Collaborate with Sales, Product, and Engineering to resolve technical challenges and optimize the customer experience.
• Build and share best practices, playbooks, and success frameworks that scale across the customer base.
• Proactively manage stakeholder relationships across Operations, Product, Marketing, and Executive teams.
• Manage multiple customer engagements at once, balancing tactical execution with strategic guidance.

Skills

Customer success

Implementation

Account management

Analytical mindset

Communication

Presentation

Facilitation

Startup experience

AI SaaS experience

Job description

Customer Success Manager (CSM)

Avoca AI | New York, NY

About Avoca

Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call—booking jobs, qualifying leads, and driving higher revenue—at a speed and consistency unmatched by human call centers.

We’ve grown to 50 employees in under two years, backed by a high-energy, in-office culture in NYC. In a $500B+ market where missed calls mean lost business, we’re building the category-defining platform for AI-driven customer engagement.

We’re serving the largest brands in home services, and are 4x'ing headcount in 2025. With a high-performance, in-office team in NYC, we’re moving fast to capture a massive, underserved market where 85% of missed calls go to competitors. Every hire here has an immediate and visible impact.

The Role

As aCustomer Success Manager (CSM)at Avoca, you’ll partner closely with our Sales, Product, and Engineering teams to ensure customers successfully implement and scale Avoca’s AI solutions. You’ll act as the trusted advisor for home service companies adopting our platform—guiding them from onboarding through deployment, enabling them to achieve measurable business outcomes, and driving long-term success.

This role is ideal for someone who thrives at the intersection ofcustomer strategy and technical execution—you’ll design rollout plans, facilitate adoption, and ensure our customers realize the full value of Avoca.

What You’ll Do

Serve as theprimary point of contactand trusted advisor for customers, ensuring successful implementation and adoption.

Leadonboarding and rollout programs, tailoring approaches to customer goals and business models.

Conduct regularbusiness reviewsto align objectives, measure results, and uncover new opportunities for value creation.

Collaborate withSales, Product, and Engineeringto resolve technical challenges and optimize the customer experience.

Build and sharebest practices, playbooks, and success frameworksthat scale across the customer base.

• Proactively manage stakeholder relationships acrossOperations, Product, Marketing, and Executive teams
• Manage multiple customer engagements at once, balancing tactical execution with strategic guidance

Who You Are

2–5 years of experience in startups working incustomer success, implementation, or account management(or >4 years overall experience)

Exceptional communicator with strong presentation and facilitation skills

Analytical mindset with the ability to tie customer KPIs to business outcomes

Self-motivated, entrepreneurial, and comfortable operating infast-moving, high-growth environments

Thrives onowning processes end-to-endand balancing multiple initiatives simultaneously

• Experience inAI, SaaS, or enterprise software implementationsis a strong plus

Why Avoca

At Avoca, you’ll be part of a team that’s building a category-defining company at the center of a massive market opportunity. We’re a fast-moving, collaborative team with a culture designed forbuilders who thrive on speed, iteration, and impact.