Customer Success Manager (CSM)
Avoca AI | New York, NY
About Avoca
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.
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 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
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 .