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.
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.
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.
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.

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.
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.

Experience using HubSpot and Metabase (or similar BI tools) for account tracking and reporting.
Familiarity with home services, SaaS, or tech-enabled operations is a plus.

Full medical, vision, and dental
15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter)
12 paid holidays, plus one floating holiday
Monthly wellness subsidy
Work from home reimbursement
Flexible spending account
401(k) retirement savings plan
Employee stock purchase plan
Performance based incentives

Remote (Worldwide)

Compensation range for this position is $110,000 - $130,000 annually plus performance based incentives
We are committed to providing reasonable accommodations for individuals with disabilities in our job application process.
We will consider for employment qualified candidates with arrest and conviction records, consistent with applicable law.
A criminal background check will not be conducted until after a conditional offer of employment is made.
Evaluation of a candidate's criminal background check will be subject to an individualized assessment.

Hatch is hiring an Enterprise Account Manager