Scaled Success Account Manager

About the role

Hatch is an AI-powered customer communication platform that helps businesses increase conversion and retention while reducing overhead. We recently acquired by Yelp and are expanding to help thousands more businesses unlock the revenue in their lead pipeline. We've driven $5.1B in revenue for our customers.

Responsibilities

• Build deep expertise across Hatch's full suite - including AI agents, campaigns, CRM integrations, bot configuration, and compliance - and use it to deliver fast, high-quality onboarding at scale.
• Own a high-volume book of SMB accounts, helping customers activate quickly and see measurable revenue impact early.
• Operate with strong prioritization across onboarding, follow-ups, and proactive outreach in a high-velocity environment.
• Find ways to streamline, automate, and scale onboarding so we can work more efficiently without compromising the customer experience.
• Maintain and build on Hatch's industry-leading customer satisfaction standard.
• Help build the foundation of Hatch's scaled Customer Success motion during a pivotal stage of growth.
• Keep account activity accurate and current in HubSpot and internal systems, tracking progress against metrics such as NRR and expansion contribution.
• Use platform data to build compelling, value-driven stories that support strategic recommendations.

Requirements

• 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment.
• Experience supporting high-volume portfolios through digital-first, scaled Customer Success models.
• Experience managing a high-volume book of business of 100 or more accounts.
• Strong project and time-management skills.
• Clear written and verbal communication skills, with the ability to guide customers through email, chat, office hours, and escalation calls.
• A data-driven approach and the ability to monitor engagement metrics, SLA adherence, and account health signals.
• A strong sense of ownership and a desire to keep improving and growing.
• A track record of consistently meeting or exceeding KPIs.
• The ability to anticipate customer needs and proactively position the right solutions.
• Comfort using modern SaaS tools such as HubSpot, Pylon, Arrows, and workflow or automation platforms.
• The ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment.
• A highly collaborative approach and openness to continuous process improvement.

Qualifications

• Nice to have experience in home services, home improvement, or another high-consideration vertical.
• Familiarity with CRM platforms such as ServiceTitan, Salesforce, or HubSpot.
• Experience with conversational AI, marketing automation, or sales technology.
• A background in a high-growth or early-stage startup environment.

Skills

• Customer Success
• Sales
• Product Operations
• Project Management
• Communication
• Data Analysis
• Automation
• CRM Integration
• Conversational AI
• Marketing Automation
• Sales Technology

Benefits

• Full medical, vision, and dental coverage.
• Mental health support and services via Modern Health.
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday.
• Up to 14 weeks of parental leave.
• Monthly wellness subsidy.
• Flexible spending account.
• 401(k) retirement savings plan.
• Employee stock purchase plan.
• Professional development reimbursement.
• Work from home reimbursement.

Pay

Compensation for this position is a base salary of $90,000 annually, plus performance-based incentives.

Schedule

Remote - United States