Scaled Success Account Manager

Hatch
Any Location, NY
Category Sales
Job Description
At Hatch, we're rethinking how service businesses communicate with customers in the age of AI. We believe AI isn't just the next big wave — it's the new foundation for how businesses win, retain, and grow revenue. We're investing in that future, and in the people bold enough to build it.

Requirements

  • 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment
  • Experience supporting high-volume portfolios using digital-first, scaled Customer Success models
  • Strong project and time management skills
  • Strong communicator who can effectively guide customers across email, chat, office hours, and escalation calls
  • Data-driven mindset with the ability to monitor engagement metrics, SLA adherence, and account health signals
  • Excellent written and verbal communication skills
  • A high sense of ownership and a drive to continuously improve and grow
  • Proven track record of consistently hitting or exceeding KPIs
  • Experience managing a high-volume book of business (100+ accounts)
  • Ability to anticipate customer needs and proactively position the right solutions
  • Comfortable working with modern SaaS tools such as HubSpot, Pylon, Arrows, and workflow/automation platforms
  • Ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment
  • Team-first attitude — highly collaborative and open to continuous process improvement

Benefits

  • Full medical, vision, and dental
  • 15 days PTO
  • 12 paid holidays
  • One floating holiday
  • Monthly wellness subsidy
  • Work from home reimbursement
  • Flexible spending account
  • 401(k) retirement savings plan
  • Employee stock purchase plan
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