Revenue Operations Manager

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 failure is not the same problem as a value gap.

ENABLE CS WITH DATA AND AUTOMATION

• Track products per customer to identify cross-sell gaps. Customers paying a third party for something Avoca already offers is revenue left on the table.
• Value realization reporting: proactively share performance benchmarks and ROI analysis with customers, not just when they ask.
• CSM workload balancing: replace subjective assignment with formula-based logic (account tier, product count, onboarding stage).
• Build workflow automation for proactive outreach triggers, QBR scheduling, and escalation paths so CSMs spend time on customers, not chasing data.

PARTNER ACROSS THE BUSINESS

• Work daily with CS leadership on post-sales operations, account health, and renewal motions.
• Partner with Finance on ARR definitions, contract value reconciliation, and billing alignment.
• Coordinate with the Pre-Sales RevOps Manager on sales-to-CS handoffs, deal desk validation, and shared data standards.
• Document processes and train the CS team on new systems as they ship. Build self-service resources that actually get used.
• Present insights and recommendations to leadership. Influence post-sales strategy with data, not opinions.
• Identify gaps in the post-sales operating model and propose solutions. You're not just executing a spec. You're expected to see what's missing and build the case for what comes next.

WHAT YOU’LL BRING

EXPERIENCE

• 4-7+ years in RevOps, Customer Success Ops, or Revenue Strategy at a high-growth SaaS company (Series A-C ideal).
• Proven track record building post-sales infrastructure: renewal pipelines, customer health programs, churn reporting. Not just maintaining someone else's system.
• You've solved the "sales closed it but CS never launched it" problem before. Implementation tracking, handoff design, book-to-live visibility.
• Track record of owning and delivering complex projects autonomously.

TECHNICAL SKILLS

• HubSpot power user (admin level): custom objects, workflows, calculated properties, reporting. This is non-negotiable. Our entire GTM runs on HubSpot.
• Experience with support platforms (Zendesk, Intercom, Freshdesk) and building CRM-to-support integrations.
• Comfortable working with product usage data and building it into operational workflows.
• Comfortable with AI-powered workflow tools. We run an AI-first operating model where "Can an agent do this?" is the opening question for every process.
• Experience with BI tools (Metabase, Looker, Tableau) is a plus.

HOW YOU THINK

• You turn raw CRM data into insight and action. Not just dashboards, but the analysis that tells leadership what to do about it.
• You spot leaks and bottlenecks before they break the funnel. When you see a gap between bookings and go-lives, your first instinct is to find out why.
• You think in systems. You won't build a renewal pipeline without understanding how line items, products, and contracts interact upstream and downstream.
• You're pragmatic. You fix what matters, deprioritize what doesn't, and document as you build.
• You own outcomes, not just outputs. If the dashboard is green but customers are churning, you dig deeper.
• You communicate complex analysis in simple terms to executives.

WHO YOU ARE

• Self-directed. Your manager sets direction, not task lists. You figure out the path and move fast.
• Thrive in high-growth environments where the system doesn't exist yet and you're the one building it.
• Strong communicator who can influence without authority across CS, Finance, Product, and Sales.
• In-office in NYC (Union Square). This role is deeply cross-functional and in-person collaboration matters.
• "Can an agent do this?" is a question you ask instinctively before doing anything manually.

HOW YOU'LL BE MEASURED

TABLE STAKES

• Post-sales data accuracy: product statuses, project stages, and company lifecycle fields reflect reality.
• Automation reliability: project creation, go-live cascades, and status updates fire without manual intervention.
• Renewal pipeline coverage: every customer with a contract end date has a renewal deal.

MOVING THE NEEDLE

• NRR reportable by Q3. The board can ask "What is our NRR?" and we have a real number backed by clean data.
• Book-to-live gap narrowing. You make the gap between what we sell and what goes live visible, trackable, and improvable.
• Churn moves from narrative to data. Root cause taxonomy, pre-live vs. post-live distinction, save rate tracking.
• CS team capacity unlocked. CSMs spend time on customers, not project managing data or asking RevOps for reports.

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 $130,000-$190,000 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.

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.