Director, Customer Success

Job description

ABOUT AVOCA 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. ABOUT THE ROLE 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). WHAT YOU'LL DO - 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. WHAT YOU'LL BRING - 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. WHO YOU ARE - 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. BENEFITS - Comprehensive medical, dental, and vision insurance - Company-sponsored 401(k) through Vestwell - Flexible PTO plus U.S. federal holidays - 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. 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. 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.