Strategic Account Manager — Growth & Retention

Avoca, Inc.; Santa Barbara (CA); On-site; USD 240,000 - 280,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Company 401(k) through Vestwell

Daily in-office lunch

Dinner covered when working late

Commuter benefits

Job summary

Avoca, Inc. is seeking an experienced Account Manager to own a portfolio of mid-market home service accounts.

You will drive retention, expansion, and on-time renewals while building deep relationships with key stakeholders and delivering executive business reviews tied to measurable outcomes. The role requires a proven track record in SAAS account management, strong communication, and the ability to identify and close upsell opportunities.

Qualifications

• 7-10 years of account management or customer success experience at a B2B SaaS company.
• Proven track record of meeting or exceeding NRR, GRR, or expansion targets.
• Experience navigating complex, multi-stakeholder accounts.

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

Skills

Account management

NRR targets

Multi-stakeholder accounts

Commercial instincts

Communication

HubSpot

Home services

AM processes

Tools

HubSpot

Job description

Avoca, Inc. is seeking an experienced Account Manager to own a portfolio of mid-market home service accounts.

You will drive retention, expansion, and on-time renewals while building deep relationships with key stakeholders and delivering executive business reviews tied to measurable outcomes. The role requires a proven track record in SAAS account management, strong communication, and the ability to identify and close upsell opportunities.