Homeoffice Enterprise Account Manager bei Hatch

About the Role

The Enterprise Account Manager partners with our largest and most complex customers primarily PE-backed groups managing multiple portfolio brands to ensure successful onboarding, adoption, and long-term value realization.

You’ll lead multi-brand implementations, coordinate cross-functional teams, and work directly with executives to design, deliver, and scale success across their portfolios. This is a hands-on role that combines technical execution, project management, and executive relationship management.

You’ll build and manage onboarding project plans used by C-level stakeholders, configure integrations using Zapier, webhooks, and APIs, and collaborate closely with Product and Engineering to solve implementation challenges.

Key Responsibilities

Customer Onboarding & Value Delivery

• Manage the end-to-end onboarding and success lifecycle for enterprise and PE-backed accounts.

• Build detailed project plans outlining timelines, responsibilities, and deliverables for multi-brand deployments.

• Oversee integration and data setup across multiple portfolio companies, ensuring consistent configuration.

• Monitor account health and proactively address adoption gaps or technical issues.

• Facilitate executive business reviews (QBRs) and deliver strategic recommendations to drive measurable ROI.
  

Technical Execution

• Build and manage Zapier automations to connect customer systems and automate workflows.

• Use webhooks and JSON payloads to pass data between platforms and ensure accurate synchronization.

• Partner with Product and Engineering to troubleshoot API connections and integration challenges.

• Apply SQL and relational database knowledge to validate data integrity and investigate anomalies.

• Document all technical workflows and ensure repeatability across brands and regions.
  

Project Management & Cross-Functional Coordination

• Act as project lead for multi-brand or regional implementations.

• Collaborate with internal teams (Sales, Product, Engineering, Support) to ensure smooth execution.

• Track milestones, dependencies, and risks, communicating progress clearly to all stakeholders.

• Manage escalations and coordinate resolution of high-impact issues.
  

Account Growth & Retention

• Develop success plans that align customer goals with measurable outcomes.

• Identify opportunities for expansion in product usage, AI adoption, and add-on modules.

• Partner with the Account Executive and Director of Enterprise CS on renewal and expansion strategies.

• Build and maintain strong relationships with customer executives and operational leaders.
  

Technical Expertise

• Proficient in Zapier, with experience creating multi-step automations and webhook integrations.

• Deep understanding of webhooks, payloads, and JSON, including how to debug and optimize data flows.

• Working knowledge of SQL and relational databases to analyze and troubleshoot data issues.

• Experience collaborating with Product and Engineering on API-based workflows.

• Strong project management ability, capable of building and maintaining C-level-ready onboarding plans.
  

Qualifications

• 5–8 years of experience in Customer Success, Account Management, or Implementation roles, including experience with large or multi-brand accounts.

• Proven success managing enterprise customers with complex technical requirements.

• Hands-on technical experience with Zapier, webhooks, JSON, and SQL.

• Strong project management and organizational skills; able to manage concurrent projects with multiple stakeholders.

• Excellent communication skills, including executive presence and the ability to lead C-level discussions.

• Experience using HubSpot and Metabase (or similar BI tools) for account tracking and reporting.

• Familiarity with home services, SaaS, or tech-enabled operations is a plus.