Note: The job is a remote job and is open to candidates in USA. Hatch is an AI-powered customer communication platform that helps businesses improve conversion and retention through AI voice, SMS, email agents, automation, and CRM integrations. The Account Manager will manage mid-market and enterprise customer relationships, driving onboarding, adoption, retention, expansion, trial conversion, and measurable business outcomes through strategic customer engagement and data-informed recommendations.
Responsibilities
- Serve as the primary point of contact for a portfolio of mid-market to enterprise level accounts
- Lead customers through each stage of the journey, from onboarding and adoption to optimization, renewal, and expansion
- Own and execute Quarterly Business Reviews and executive check-ins to reinforce ROI and uncover growth opportunities
- Identify and influence upsell and cross-sell opportunities, partnering closely with Sales and Growth to close them
- Guide customers through trial-to-paid conversion when applicable, helping demonstrate revenue impact early
- Use platform data to build compelling, value-driven stories that support strategic recommendations
- Monitor account health, risks, and goals; build structured playbooks to mitigate churn and maximize retention
- Partner with Product, Engineering, and Marketing to share customer feedback, shape the roadmap, and enable success at scale
- Keep account activity accurate and current in HubSpot and internal systems, tracking progress against metrics such as NRR and expansion contribution
- Champion the voice of the customer across Hatch. We build with our users, not just for them
Skills
- New York City (Hybrid: 4 days per week in office) •or• US Remote for candidates who permanently reside outside the NYC area
- • 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role at a B2B SaaS company
- • Experience managing accounts with $20K-$50K+ ACV and navigating relationships with VP- and C-suite-level stakeholders
- • Strong communication skills and the ability to build trust, lead with empathy, and handle difficult conversations thoughtfully
- • A data-informed approach to customer strategy and client conversations
- • Familiarity with CRMs such as HubSpot or Salesforce and tools such as Salesloft, Notion, or Gainsight
- • Comfort managing competing priorities in a fast-moving, ambiguous environment
- • A collaborative, team-first approach and a willingness to step in where needed to help the team succeed
- • Curiosity, openness to feedback, and an interest in building new ways of working from the ground up
- • Experience with AI, automation, voice technology, or customer engagement platforms
- • A background in marketing technology, eCommerce, or sales-led SaaS
- • Familiarity with customer onboarding and implementation workflows
- • Experience working at a Seed-Series B startup or another rapidly scaling company
Benefits
- Performance-based incentives
- Full medical, vision, and dental effective your first day
- 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
- Hybrid work arrangement: New York City, 4 days per week in office, or US Remote for candidates who permanently reside outside the NYC area
Company Overview