Account Manager

Hatch • New York, NY

113d

About The Position

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.

Requirements

• 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.
• 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 Haves

• 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.

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level