Head of Customer Success

Hatch•New York, NY

7d•Hybrid

About The Position

We're hiring a Head of Customer Success to manage and grow our Account Management team at Hatch. This person will be a key member of the leadership team with a goal of driving the Customer Success team to meet company revenue and retention goals. Today, Hatch supports customers across three distinct segments, Scale (SMB), Midmarket and Enterprise providing client facing technical support. Team members role objectives include; Customer Onboarding, Technical Execution, Project Management and cross functional collaboration, and are goaled on Account Retention and growth goals. This role will manage the leaders of these three segments, with a focus on organizational structure and growth, including building out incentive programs, performance management structure, metrics for rep accountability and developing and deploying strategic initiatives to drive growth for the business.

Requirements

7+ years in B2B Customer Success with prior leadership experience
Proven track record of building processes and playbooks to support the daily expectations of the team
Experience working on a startup or undefined environment, where defining things is a regular part of the role
Ability to deep dive into customer journey and improve upon support models
Experience with customers of all sizes both small and large
Strong cross-functional skills -- ability to partner with Product, Marketing, and Sales
Experience managing technical implementations and software project management
Prompt engineering experience or track record of leveraging AI prompts to improve efficiency
Comfortable with and ideally experience working in various systems: Zapier, ChatGPT, Claude and Claude Code, Linear, N8n and Hubspot

Responsibilities

Ensure each role within the organization has clear goals and directions, including building and designing incentive plans, growth goals and daily expectations for team members
Collaborate with Enablement to build training and materials to equip the team to support customers
Hire and onboard reps to support the various segments and define job expectations
Deep understanding of the day to day realities of the team to continue to create process and structure for improved efficiency
Manage the team to org level retention and growth goals
Create strong partnership with Solutions Engineering org to build an end to end lifecycle for customers and effectively onboard voice and sms customers
Develop and grow technical and AI aptitude within the team to ensure strong customer support as new products emerge
Implement Performance Management structure to ensure teams are meeting expectations of the role
Collaborate with internal Operations partners to design incentive plans for the various roles to drive the right business outcomes
Continue to refine support process and playbooks leveraging both tech and humans
Consistent oversight on the support process to ensure customers are meeting defined milestones to drive retention
Collaborate with leaders of each segment to refine support strategy, SLA and processes
Software project management and technical implementation of key tools
Partner with head of Solutions Engineers to define Role Objectives between AM teams and Sales Engineering teams
Refine process between AM and Sales by working with Sales leaders to ensure consistent hand off and support of customers in each segment
Alignment with Operations teams to build reporting and compensation plans and execute against those
Connection to Product and Engineering to ensure product enhancements are communicated effectively to Account Managers and subsequently to customers when relevant
Serve as an escalation point for any major technical issues that are surfaced by the AM team from customers
Ingest updates from Marketing to ensure consistent customer messaging of the product suite and services