- Professional
- Office in New York City
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
