Director of Account Management, Enterprise

Hatch•New York, NY

57d

About The Position

The Director of Customer Success, Enterprise will lead the strategy, team, and execution for our largest and most complex customers primarily PE-backed groups managing multiple portfolio brands. This person will establish structure and consistency across accounts, ensuring our team can manage concurrent projects, technical integrations, and executive relationships effectively. A major component of this role is hands-on technical execution and advanced project management. You’ll personally design and oversee onboarding project plans used by C-level executives, manage Zapier-based automations that move data between systems, and troubleshoot webhooks, JSON payloads, and API workflows to ensure clean, reliable data flow. You’ll combine your technical fluency with strong project management skills to make complex enterprise deployments seamless, scalable, and predictable. This is a hands-on leadership role for someone who has led enterprise CSM teams before and knows how to build high-performing talent, technical rigor, and scalable processes from the ground up.

Requirements

8–12 years of experience in Customer Success or related client-facing roles, with at least 3+ years managing enterprise or strategic accounts.
Proven track record leading teams that manage large, complex, multi-brand customers ideally in PE-backed or multi-entity environments.
Hands-on technical experience deploying Zapier automations, webhooks, and API integrations.
Strong background in enterprise project management, from planning to execution.
Experience building and executing structured onboarding and success playbooks for enterprise accounts.
Excellent communication and executive presence; able to manage C-suite relationships with confidence.
Demonstrated success hiring, developing, and retaining high-performing enterprise CSMs.

Responsibilities

Own the success of our largest enterprise and PE-backed accounts, ensuring structured onboarding and long-term value delivery across multiple portfolio brands.
Build and execute detailed onboarding and ongoing success playbooks to guide consistent execution across complex deployments.
Develop processes to manage multiple projects per customer, ensuring ownership, timelines, and communication are clear.
Partner with Sales to support executive alignment, QBRs, and expansion planning.
Serve as the senior point of contact for key enterprise relationships, traveling to top customers for strategic meetings and project oversight (approx. 25% travel).
Lead, coach, and grow a team of Enterprise CSMs who manage high-value, technically complex accounts.
Evaluate the current team, upskill where possible, and manage out underperformers who cannot meet enterprise expectations.
Recruit and onboard proven enterprise CSMs who bring both customer and technical expertise.
Build a culture of accountability, communication, and operational discipline across the team.
Serve as the technical and project management backbone for all enterprise deployments.
Use Zapier extensively to build automations and workflows that sync data between systems, deploy webhooks, and pass JSON payloads between customer CRMs, marketing tools, and Hatch.
Support the team with hands-on execution, including troubleshooting API connections, webhooks, and data integrations.
Maintain working knowledge of SQL and relational databases to validate data flows and troubleshoot data discrepancies.
Design and manage C-level–ready onboarding project plans, including timelines, milestones, deliverables, and stakeholder communication.
Partner with Product and Engineering to resolve implementation challenges, document schemas, and identify opportunities for automation and scale.
Ensure all technical workflows and onboarding processes are fully documented, repeatable, and scalable across enterprise accounts.
Partner with Product, Engineering, and Support to ensure enterprise requirements are prioritized and resolved quickly.
Work with Marketing on executive-level collateral, case studies, and success stories for key accounts.
Collaborate with Growth and Sales to ensure expansion opportunities are identified early and supported effectively.
Define KPIs and dashboards for enterprise account health, onboarding progress, and retention.
Establish systems and workflows that enable consistent delivery across regions and brands.
Build scalable frameworks for project planning, stakeholder management, and customer communication.
Expert-level proficiency in Zapier, including building, testing, and scaling multi-step automations that connect multiple systems.
Deep understanding of webhooks, payloads, and JSON, with the ability to debug and optimize real-time data exchanges.
Basic SQL and relational database knowledge to analyze and troubleshoot data integrity issues.
Experience designing and managing API-based workflows in collaboration with Product and Engineering.
Advanced project management skills, capable of designing and overseeing executive-facing onboarding project plans for multi-brand software deployments.