About Avoca

Avoca is transforming how home service companies engage with their customers. Our AI-powered conversational agents handle every high-value inbound call, including booking jobs, qualifying leads, and driving higher revenue—all at a speed and consistency unmatched by human call centers.

We’ve expanded to 100 employees in under two years, backed by a high-energy, in-office culture across our NYC headquarters and Santa Barbara office. 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 grew 10x 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.

About the Role

We're hiring a Revenue Operations Manager (Post-Sales) to build, scale, and maintain the systems that power Customer Success, renewals, and expansion as we grow from 570 to 1,000+ customers. You'll partner directly with our Director of Revenue Operations and work across Customer Success, Finance, and Sales leadership daily.

You'll own post-sales operations end-to-end: implementation tracking, renewal pipeline, customer health scoring, churn analysis, and the data infrastructure that CS needs to move from reactive firefighting to data-driven account management.

Here's the opportunity: we've already designed the architecture and built the foundation. Our CRM tracks implementations across the CS org. We're automating Quote-to-Cash. Contracts are being standardized. The infrastructure to hand deals cleanly from sales to post-sales is coming together. What we need is a dedicated owner who turns that blueprint into a machine.

There's a meaningful gap between what we sell and what goes live. Closing that gap is the single biggest revenue unlock at the company. When the board asks "What is our NRR?" we need a real answer backed by clean data. You'll build it.

What You’ll Do

Own the post-sales data model and automation

• Own the CRM data architecture for post-sales: implementation projects, line items with product status tracking, and company lifecycle fields. Keep it accurate, automated, and auditable.

• Build and maintain workflows that eliminate manual handoffs: project creation at deal close, go-live cascades that update product and company status, and gap detection when things fall through the cracks.

• Enforce data integrity across 500+ customer accounts. Contract end dates, product statuses, and lifecycle stages should reflect reality without someone babysitting a spreadsheet.

• Partner with Deal Desk to ensure clean handoffs from sales close to implementation. Upstream quoting, contract standardization, and approval workflows are being built in parallel. You make sure what comes out the other side is operationally usable.

Stand up renewal and expansion operations

• Build and run the Renewal Pipeline so every customer with a contract end date has a renewal deal, a stage, and an owner.

• Implement the lifecycle model for product status changes at renewal: old products superseded, new products activated, ARR calculation stays clean and auditable.

• Surface renewal timing signals: companies approaching contract end, past-term accounts needing outreach, expansion candidates based on product gaps.

• Make ARR trustworthy.

Build customer health scoring and support integration

• Design and deploy a customer health score combining product usage signals, support ticket volume and resolution time, engagement frequency, and revenue concentration.

• Integrate the CRM with the support platform so account context flows to support agents and ticket data flows back for unified reporting.

• Build ticket classification and root cause reporting. Replace anecdotal churn reviews with data: what's breaking, how often, and for whom.

• Distinguish pre-live vs. post-live churn. Different root causes, different fixes. Implementation fa