Director of Customer Success, AI-First Growth

Avoca, Inc.; New York (NY); On-site; USD 220,000 - 280,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

Company-sponsored 401(k)

Daily in-office lunch

Commuter benefits

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

Customer Success

Leadership

B2B SaaS

Technical instincts

Hiring & coaching

Job description

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.