Customer Success Manager

Customer Success Manager (CSM)

Avoca AI | New York, NY

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.

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.

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

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 environments

Thrives on
owning processes end-to-end
and balancing multiple initiatives simultaneously

• Experience in
  AI, SaaS, or enterprise software implementations
  is a strong plus

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
.