Account Manager

About the Role

We’re looking for a passionate and proactive Account Manager to join our growing team. You’ll be responsible for owning relationships with our mid-market and enterprise clients, ensuring they see measurable success and growth using Hatch’s AI platform.

This is a strategic, high-ownership role at the heart of Hatch’s customer journey. You’ll partner cross-functionally with Sales, Product, and Marketing to drive adoption, retention, and expansion. You’ll be hands-on with customer strategy, trial conversion, QBRs, and data-backed storytelling — all in service of long-term value and account growth.

We’re looking for someone who thrives in fast-paced environments, thinks like a founder, and loves building meaningful client partnerships.

What You’ll Do

• Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts.

• Lead clients through every stage — from onboarding to adoption, 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/cross-sell opportunities; partner closely with Sales/Growth to close them.

• Guide customers through trial-to-paid conversion when applicable, helping drive 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 relay feedback, shape the roadmap, and enable success at scale.

• Maintain accurate account activity in HubSpot and internal systems; track progress against key metrics like NRR and expansion contribution.

• Champion the voice of the customer inside the company — we build with, not just for, our users.
  

What We’re Looking For

• 3–5 years of experience in Customer Success, Account Management, or a similar client-facing role at a B2B SaaS company.

• Proven ability to manage accounts with $20K–$50K+ ACV and navigate stakeholder relationships at VP/C-suite levels.

• Strong communicator — you build trust, deliver with empathy, and handle tough conversations gracefully.

• Data-driven mindset — you’re comfortable using performance data to inform strategy and client conversations.

• Familiarity with CRMs (HubSpot, Salesforce), and tools like Salesloft, Notion, or Gainsight.

• Comfortable juggling priorities in a fast-moving, ambiguous environment — you thrive in early-stage chaos.

• Team-first attitude — you collaborate, roll up your sleeves, and always look for ways to make the whole team better.

• Growth mindset — curious, coachable, and hungry to build new things from scratch.

Nice to Have

• Experience in AI, automation, voice technology, or customer engagement platforms.

• Background in marketing tech, eCommerce, or sales-led SaaS environments.

• Familiarity with customer onboarding and implementation workflows.

• Experience working in a startup (Seed–Series B) or rapidly scaling company.

What We Offer

• Competitive salary + bonus structure 

• Hybrid work (4 days/week in our NYC office)

• Medical, dental, and vision insurance

• 401(k) plan

• Flexible PTO

• A front-row seat to building something transformative in AI

• Tight-knit, ambitious team that values speed, ownership, and kindness

Why Hatch

🚀 Shape the future of AI-driven customer service

🛠️ Build alongside people who care about speed, craft, and customers
💥 Solve hard, meaningful problems that impact real businesses
🤝 Join a team of builders who move fast and support one another