Success Account Manager
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Job Description
Scaled Customer Success Manager onboarding and growing SMB accounts for Hatch’s AI-powered customer communication platform. Building digital-first processes, automation, and value-driven customer engagement at scale.
Responsibilities:
- Build deep expertise across Hatch's full suite, including AI agents, campaigns, CRM integrations, bot configuration, and compliance
- Deliver fast, high-quality onboarding at scale
- Own a high-volume book of SMB accounts
- Help customers activate quickly and see measurable revenue impact early
- Prioritize onboarding, follow-ups, and proactive outreach in a high-velocity environment
- Streamline, automate, and scale onboarding while preserving customer experience
- Maintain and build on Hatch's customer satisfaction standard
- Help establish Hatch's scaled Customer Success motion
- Keep account activity accurate and current in HubSpot and internal systems
- Track progress against metrics such as NRR and expansion contribution
- Use platform data to create value-driven stories supporting 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
- Ability to guide customers through email, chat, office hours, and escalation calls
- Data-driven approach; ability to monitor engagement metrics, SLA adherence, and account health signals
- Strong sense of ownership and desire to keep improving and growing
- Track record of consistently meeting or exceeding KPIs
- 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
- Ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment
- Highly collaborative approach and openness to continuous process improvement
- Familiarity with CRM platforms such as ServiceTitan, Salesforce, or HubSpot (nice to have)
- Experience with conversational AI, marketing automation, or sales technology (nice to have)
- Background in a high-growth or early-stage startup environment (nice to have)
Benefits:
- Performance-based incentives
- Full medical, vision, and dental effective the first day
- Mental health support and services via Modern Health
- 15 days PTO, increasing with 2+ years of tenure
- 12 paid holidays
- 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
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