Enterprise Account Manager

Hatch • New York City, NY

4d

About The Position

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.

Requirements

• Technical Expertise Proficient in Zapier, with experience creating multi-step automations and webhook integrations.
• Experience collaborating with Product and Engineering on API-based workflows.
• Strong project management ability, capable of building and maintaining C-level-ready onboarding plans.
• 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.
• 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.

Nice To Haves

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees