Customer Success Manager

Avoca; New York (NY); On-site; USD 80,000 - 100,000; Full time

Job summary

A leading home services technology firm is seeking a Customer Success Manager to drive successful implementations of AI solutions. This role involves managing customer relationships, leading onboarding programs, and collaborating with teams to enhance the customer experience. Ideal candidates have 2-5 years of experience in customer success and strong communication skills. Join a fast-paced team making a visible impact in a rapidly growing market in New York City.

Qualifications

• 2-5 years of experience in customer success or account management.
• Strong ability to tie customer KPIs to business outcomes.
• Self-motivated and effective in high-growth environments.

Responsibilities

• Serve as the primary contact for successful customer implementation.
• Lead onboarding and tailor approaches to customer goals.
• Conduct regular business reviews to align objectives.

Skills

Customer success

Implementation

Analytical mindset

Exceptional communication

Presentation skills

Experience in AI/SaaS

Job description

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’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 a Customer 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 of customer 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 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.

Who You Are

• 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 the ability to tie customer KPIs to business outcomes.
• Self‑motivated, entrepreneurial, and comfortable operating in fast‑moving, high‑growth environment.
• Thrives on owning processes end‑to‑end and balancing multiple initiatives simultaneously.
• Experience in AI, SaaS, or enterprise software implementations is 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 for builders who thrive on speed, iteration, and impact.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service, Consulting, and Project Management

Industries

Software Development