Account Manager

About this role

LOCATION:

New York City (Hybrid: 4 days per week in office) or US Remote for candidates who permanently reside outside the NYC area

ABOUT HATCH

At Hatch, we're rethinking how service businesses talk with their customers in the age of AI. We believe AI is becoming part of how businesses win, retain customers, and grow revenue. We’re investing in that future, and in the people bold enough to build it.

Hatch is an AI-powered customer communication platform that helps businesses increase conversion and retention while reducing overhead. Our AI voice, SMS, and email agents work with intelligent automation and deep CRM integrations, so every lead gets a fast response, every follow-up happens, and fewer opportunities slip through the cracks.

Recently acquired by Yelp, Hatch operates as a standalone product and is expanding our reach to help thousands more businesses unlock the revenue sitting in their lead pipeline. We've driven $5.1B in revenue for our customers - and we're just getting started.

ABOUT THE ROLE

We're looking for an Account Manager who takes a proactive, thoughtful approach to customer relationships. You'll own relationships with a portfolio of mid-market and enterprise customers, ensuring they achieve measurable success and growth with Hatch's AI platform.

This is a hands-on, strategic role that touches the full Hatch customer journey. You'll partner with Sales, Product, and Marketing to drive adoption, retention, and expansion. Your work will include customer strategy, trial conversion, Quarterly Business Reviews, and using data to communicate value - all in support of long-term customer success and account growth.

You'll be successful here if you take initiative, adapt as priorities shift, and enjoy building meaningful customer partnerships.

WHAT YOU'LL DO

- Serve as the primary point of contact for a portfolio of mid-market to enterprise level accounts.

- Lead customers through each stage of the journey, from onboarding and adoption to 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 and cross-sell opportunities, partnering closely with Sales and Growth to close them.

- Guide customers through trial-to-paid conversion when applicable, helping demonstrate 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 share customer feedback, shape the roadmap, and enable success at scale.

- Keep account activity accurate and current in HubSpot and internal systems, tracking progress against metrics such as NRR and expansion contribution.

- Champion the voice of the customer across Hatch. We build with our users, not just for them.

WHAT IT TAKES TO SUCCEED

- 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role at a B2B SaaS company.

- Experience managing accounts with $20K-$50K+ ACV and navigating relationships with VP- and C-suite-level stakeholders.

- Strong communication skills and the ability to build trust, lead with empathy, and handle difficult conversations thoughtfully.

- A data-informed approach to customer strategy and client conversations.

- Familiarity with CRMs such as HubSpot or Salesforce and tools such as Salesloft, Notion, or Gainsight.

- Comfort managing competing priorities in a fast-moving, ambiguous environment.

- A collaborative, team-first approach and a willingness to step in where needed to help the team succeed.

- Curiosity, openness to feedback, and an interest in building new ways of working from the ground up.

NICE TO HAVE

- Experience with AI, automation, voice technology, or customer engagement platforms.

- A background in marketing technology, eCommerce, or sales-led SaaS.

- Familiarity with customer onboarding and implementation workflows.

- Experience working at a Seed-Series B startup or another rapidly scaling company.

WHAT YOU'LL GET

- Compensation range for this position is $105,000–$115,000 annually, plus performance-based incentives.

- Effective your first day: Full medical, vision, and dental.

- Mental health support and services via Modern Health.

- 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus 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.

If this role sounds like a fit, we'd love to hear from you - even if you don't meet every qualification.

We’re proud to be an equal opportunity employer and consider qualified applicants without regard to race, color, religion, sex, national origin, ancestry, age, genetic information, sexual orientation, gender identity, marital or family status, veteran status, medical condition or disability.

Actual salary offered may vary based on multiple factors, including but not limited to, an individual's location and experience.

We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law (including, for example, the San Francisco Fair Chance Ordinance for roles based in San Francisco, the Los Angeles County Fair Chance Ordinance for roles based in the unincorporated areas of Los Angeles County, and the California Fair Chance Act for roles based in California).

Where required by law, a criminal background check will not be conducted until after a conditional offer of employment is made, and any evaluation of a candidate's criminal background check will be subje

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