Account Manager

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 Sale [... source excerpt omitted ...] 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 [... source excerpt omitted ...] dations. 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