Director, Customer Success

About the Company

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.

Responsibilities

• Hire, develop, and retain a group of Technical Account Managers and managers of CS
• Create strategies to proactively address risks and opportunities related to adoption, engagement, and retention
• Set the bar for technical depth, ownership, and customer communication across the team
• Define career paths, performance standards, and coaching rhythms
• Serve as the senior escalation point for clients
• Design and refine the operating model, including escalation paths and staffing plans
• Instrument the function with metrics for customer health and expansion visibility
• Own the team's knowledge base, including best practices and playbooks
• Interface between TAMs, Support, Delivery, Operations, Sales, and Product-Engineering
• Influence product and engineering priorities based on support data patterns

Requirements

• 8-12+ years of experience in customer success
• 5+ years in a management role
• Track record of building or leading CS teams in high-growth B2B SaaS environments
• Strong technical instincts to reason through complex production issues
• Proven ability to hire, coach, and maintain high standards
• Experience designing scalable systems and processes
• Ability to operate cross-functionally with Sales, Support, Product, and Engineering
• Ability to balance individual contributor work with team leadership
• Excellent communication skills

Preferred Qualifications

• Experience in high-growth, high-ambiguity environments
• Strategic leadership mindset
• Collaborative approach to alignment across departments