Avoca · New York
Customer SupportCustomer Success FullTimeposted 3mo ago
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.
As an Implementation Manager at Avoca, you'll own post-sales onboarding for our customers, serving as a hybrid of product expert, hands-on technical consultant, and project manager. You'll get into the technical details of home service companies, advising on integrations, AI prompt configurations, and product setup to ensure every implementation achieves client goals, hits time-to-value targets, and delivers an exceptional experience.
This is a highly cross-functional, client-facing role. You'll partner closely with CS, Sales, Product, and Engineering while managing multiple implementations simultaneously, balancing hands-on execution with strategic guidance.
Lead end-to-end implementations, owning project management, stakeholder communication, and client accountability from kickoff through go-live.
Gather and document client business requirements and translate them into clear technical specifications that achieve customer goals through product expertise and best practices.
Configure and iterate on prompting and workflows to drive call handling quality, conversion rates, and revenue impact.
Partner with Product and Engineering to stay current on new features and build repeatable implementation playbooks and scalable success frameworks.
Design and deliver tailored training and education on Avoca products to drive client proficiency and product adoption.
Lead testing efforts including configuration QA, client testing coordination, and issue triage and resolution to ensure high-quality deployments.
Provide go-live support by coordinating launch activities, monitoring production volume, and transitioning clients to post-launch teams seamlessly.
Advocate for product improvements that matter most to implementation clients.
Requires flexibility to travel to client sites.
2-5 years working at B2B startups in software implementation, technical account management, solutions architecture, or technical customer success, or more than 4 years of overall experience.
Demonstrated fluency with APIs, webhooks, and integration patterns, including the ability to read and discuss payloads, auth models, and error handling.
Experience configuring prompting, workflow logic, and system integrations in AI, SaaS, or enterprise software contexts.
Strong project management skills with experience managing multiple concurrent software delivery projects for B2B clients.
Clear, direct communicator who can simplify complexity for both technical and non-technical audiences.
Self-motivated and comfortable operating in fast-moving, high-growth environments, with a track record of owning processes end-to-end.
Self-motivated, entrepreneurial, and comfortable operating in fast-moving, high-growth environments.
Thrives on owning processes end-to-end and balancing multiple initiatives simultaneously.
Autonomous, self-directed, and comfortable working with ambiguity.
A proactive and effective communicator.
Collaborative, organized, and efficient.
Eager to work in person at our NYC or Santa Barbara office full-time.
Comprehensive medical, dental, and vision insurance
Company-sponsored 401(k) through Vestwell
Flexible PTO plus U.S. federal holidays
Company-wide off-sites
Monthly wellness stipend
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 $130,000-$180,000 with final compensation based on experience, skills, and qualifications determined during the interview process. Avoca’s total compensation package includes base salary, bonus, equity, and a comprehensive suite of benefits and perks. Our Recruiting team will share the full details as you progress through our hiring process.
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.