Customer Marketing 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, 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 Customer Marketer, you will build and run Avoca's customer marketing function from the ground up, sourcing the operators behind our biggest wins, packaging their stories, and turning them into the highest-converting assets in our go-to-market motion. Reporting directly to our Director of Brand, you will partner with Sales, Customer Success, Brand, and our Creative Producer to make Avoca's customers the loudest voice in the category. You will own the case study library, the customer reference program, the customer advisory board, and the customer presence at our marquee industry conference. The work you ship will be the proof that closes our biggest enterprise accounts and the social capital that compounds Avoca's brand in home services. WHAT YOU'LL DO - Source, interview, and package customer stories across Avoca's most strategic accounts, written case studies, quote libraries, ROI one-pagers, and source material for our customer story film program. - Own the customer reference program end-to-end: identify advocates, manage capacity, log activity, and become Sales's most trusted partner during enterprise late-stage deals. - Build and run content for Avoca's Customer Advisory Board, including agenda, programming, and ongoing community engagement for our top operators. - Partner with our Creative Producer on flagship customer story films, own the story development and operator relationship; let Creative own the craft. - Run customer-facing communications: customer newsletter, product announcements, executive briefings, and lifecycle nurture for the installed base. - Own customer presence at the marquee industry conference: speakers, panels, customer dinners, and on-the-ground capture. - Build and maintain Avoca's case study library: 25+ case studies in Year 1, organized by vertical (HVAC, plumbing, electrical, etc.) and stage (mid-market, enterprise, multi-location). - Partner with Customer Success to identify renewal-at-risk stories that can be reframed as advocacy moments and with PMM on launch beta testimonials. WHAT YOU'LL BRING - 4–6+ years of progressive experience in customer marketing, content marketing, or product marketing within B2B SaaS, ideally including vertical SaaS or a category with an operator-heavy customer base. Home services or trades experience is highly preferred but not required. - Demonstrated track record of producing customer stories at volume, bringing 5–10 case studies, video stories, or operator-facing assets you've sourced and shipped. - Strong interviewing and writing skills, the ability to draw the moment out of a customer who's never been written about and turn it into a deal-closing asset. - Comfortable owning a function from scratch: no playbook, no team, your call on what gets built first. - Fluency working across Sales, Customer Success, Product Marketing, and Brand and judgment for when to push, when to defer, and when to escalate. - Operator empathy. You will spend real time on the phone and on-site with home services owners and GMs; you need to like them and earn their trust quickly. WHO YOU ARE - A storyteller and…