Director, Customer Success
Avoca, Inc.
Turn this role into an interview — a resume and cover letter built around what this employer wants.
Benefits offered by this job
Job summary
Avoca, Inc. is seeking a Director of Customer Success to lead a team of Technical Account Managers and CS leaders in a fast-growing, high-impact B2B SaaS environment.
You will own renewal forecasting, risk management, and strategic customer engagement, partnering with Sales and Product-Engineering to drive value and scale. The role requires 8-12+ years in customer success with 5+ years in management, and a proven track record of building CS teams.
Qualifications
- 8-12+ years of experience in customer success, with 5+ years in a management role.
- Track record of building or leading CS teams in a high-growth B2B SaaS environments.
- Strong technical instincts: you can reason through complex production issues and teach others to do the same.
- Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
- Process-builder by nature: you design systems that scale, not just solve the problem in front of you.
- Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership.
- Comfortable balancing IC work with team leadership.
- Excellent communicator who can distill complexity into clarity for any audience.
Responsibilities
- Hire, develop, and retain a group of Technical Account Managers and managers of CS.
- Define career paths, performance standards, and coaching rhythms that drive continuous improvement.
- Own and maintain the renewal forecast, risk management, and value realization strategy.
- Interface between the TAMs, Support, Delivery, Operations, Sales, and Product-Engineering.
- Influence product and engineering priorities based on patterns in support data.
Skills
Job description
We build AI tools for the service pros running a $1 Trillion+ industry. They deserve software that works as hard as they do.
Our founders, Tyson and Apurva, grew up answering phones for their moms' businesses. They learned early that for small businesses, a missed call is a lost job.
We're building Avoca to help home service pros win every job and grow on their own terms.
Backed by the investors defining the next era of AI and vertical software.
02
We're obsessed with our customers. We talk to them daily, sit with their teams, and build to solve their problems. We know the stakes. Fast pace is a given.
We meet customers where they are: flying out to their call centers and showing up at industry conferences.
Seek team members who act decisively when encountering problems rather than dwelling on them.
Prioritizing collective success over individual ambitions.
Focus on making things better, especially given constant new challenges.
03
Defining the AI front office for a $1 Trillion+ industry. 100 people and growing. Backed by top investors.
We're in Union Square together every day. Lunch on us, and benefits built to support the best work of your career.
The people at Avoca are the reason I'm here. Not the market, not the tech stack, the people. These are the people I call when things get hard, not about code, about life.
The people at Avoca are the reason I'm here. Not the market, not the tech stack, the people. These are the people I call when things get hard, not about code, about life. Rong Ye Software Engineering
I get to work alongside people who genuinely care about the product, each other, and the businesses we serve. Real trust, real ownership, and a team that celebrates wins together. Selling something that actually transforms how home services companies operate makes it easy to show up fired up every morning.
Avoca is the first company where I've felt like I'm on the cusp of something great. I've been at other startups, but I've never been around a more brilliant team, and I genuinely learn something new every day. We bring the same urgency our clients bring to their customers, and they feel it.
Avoca is the first company where I've felt like I'm on the cusp of something great. I've been at other startups, but I've never been around a more brilliant team, and I genuinely learn something new every day. We bring the same urgency our clients bring to their customers, and they feel it. Nina Udeagha Technical Account Manager
Everything you need to do your best work — and live a great life outside of it.
Comprehensive coverage, multiple plan options.
Short and long-term disability fully covered.
Build wealth alongside the company.
Recharge whenever you need to.
Unlimited time off plus 10 company holidays.
Paid time to bond with your new addition.
We feed you while you focus.
Everything you need to ship great work.
Every tool you need, fully covered.
High trust, high ownership. We have each other's backs.
Transit and parking covered.
Uber home on us.
55 5th Ave #1701, New York, New York , 10003
Full time
On-site
Customer Success
At Avoca, we believe compensation should reflect the value people bring and set them up to share in what we're building. Our total compensation package includes a competitive base salary, equity, and a comprehensive benefits suite covering medical, dental, and vision insurance, a company-sponsored 401(k), flexible PTO, and daily in-office meals. Final compensation is determined by experience, skills, and qualifications, and our recruiting team will walk you through the full details as you move through the process.
Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, from booking jobs, qualifying leads, and driving higher revenue, all at a speed and consistency unmatched by human call centers.
We're a Series B startup backed by Kleiner Perkins, Meritech Capital, General Catalyst, and other top-tier investors, with $125M raised and a $1B valuation. We grew 10x in 2025 and have scaled to 130+ employees in under two years across our NYC headquarters and Santa Barbara office.
In a $1T+ market where 85% of missed calls go to competitors, we're building the category-defining platform for AI-driven customer engagement, serving the largest brands in home services. With high-energy, in-office teams in both locations, every hire here has an immediate and visible impact.
As Director of Customer Success, you'll lead a team of technical account managers (TAMs) responsible for retaining and growing a subset of our customers. This person will also be responsible for setting the vision, creating processes and best practices, and maintaining deep relationships with cross-functional teams. This leader will be accountable for delivering proactive, outcome-based customer engagements across our customer base, strengthening executive partnerships, and driving predictable renewal outcomes. This role owns the renewal forecast, risk management, and value realization strategy, partnering closely with Sales leadership to accelerate growth and ensure predictable revenue performance.
While you will own team management responsibilities you'll also carry a small book of accounts while building and leading a group of Technical Account Managers (TAMs).
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.
8-12+ years of experience in customer success, with 5+ years in a management role.
Track record of building or leading CS teams in a high-growth B2B SaaS environments.
Strong technical instincts: you can reason through complex production issues and teach others to do the same.
Proven ability to hire well, coach directly, and hold a high bar without micromanaging.
Process-builder by nature: you design systems that scale, not just solve the problem in front of you.
Comfortable operating cross-functionally with Sales, Support, Product, and Engineering leadership.
Comfortable balancing IC work with team leadership.
Excellent communicator who can distill complexity into clarity for any audience.
A builder and operator at heart. You're energized by standing up new functions, systematizing what works, and iterating relentlessly.
A strategic leader who thrives in high-growth, high-ambiguity environments and is motivated by outsized impact.
Deeply collaborative, with a natural instinct for forging alignment across Sales, Product, Engineering, and Support.
In-office, engaged, and eager to lead from the front at our NYC location full-time.
Comprehensive medical, dental, and vision insurance
Company-sponsored 401(k) through Vestwell
Company-wide off-sites
Daily in-office lunch through Parkday
Dinner covered when working late
Commuter benefits and late-night rideshare
Standing desks and workspace accommodations available on request
All core tools and software provided
Compensation: 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. Our Recruiting team will share full details as you progress through the process.
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.
Avoca provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
