Success Account Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Develop in-depth knowledge of Hatch's complete offerings, which include AI agents, campaigns, CRM integrations, bot configuration, and compliance.

• Provide rapid, high-quality onboarding at scale.

• Manage a substantial portfolio of SMB accounts.

• Assist customers in achieving quick activation and observing measurable early revenue impacts.

• Focus on onboarding, follow-ups, and proactive outreach in a fast-paced environment.

• Optimize, automate, and expand onboarding processes while ensuring a positive customer experience.

• Uphold and enhance Hatch's customer satisfaction standards.

• Contribute to the establishment of Hatch's scalable Customer Success strategy.

• Keep account activity accurate and up-to-date in HubSpot and internal systems.

• Monitor progress against key metrics such as NRR and expansion contributions.

• Leverage platform data to craft value-driven narratives that support strategic recommendations.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Sales, or Product Operations within a B2B context.

• Proven ability to manage high-volume portfolios through digital-first, scalable Customer Success frameworks.

• Experience overseeing a substantial book of business consisting of 100 or more accounts.

• Strong project management and time-management skills.

• Excellent written and verbal communication abilities.

• Capability to guide customers through email, chat, office hours, and escalation calls.

• Data-driven mindset; adept at monitoring engagement metrics, SLA compliance, and account health indicators.

• Strong sense of ownership with a commitment to continuous improvement and growth.

• History of consistently achieving or surpassing KPIs.

• Ability to foresee customer needs and proactively recommend suitable solutions.

• Proficient in using modern SaaS tools such as HubSpot, Pylon, Arrows, and automation or workflow platforms.

• Ability to balance strategic thought with operational execution in a dynamic, ambiguous setting.

• Highly collaborative attitude with a willingness to embrace ongoing process enhancements.

• Familiarity with CRM platforms like ServiceTitan, Salesforce, or HubSpot (preferred).

• Experience with conversational AI, marketing automation, or sales technology (preferred).

• Background in a high-growth or early-stage startup environment (preferred).

🏝️ Benefits

• Performance-based incentives.

• Comprehensive medical, vision, and dental coverage effective from day one.

• Mental health support and services provided through Modern Health.

• 15 days of paid time off, increasing with 2 or more years of service.

• 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.