Scaled Success Account Manager

Location: Remote - United States 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 Our Scaled Customer Success team owns onboarding, activation, and growth for Hatch's SMB customers. We're investing in this segment because there is meaningful revenue potential across our scaled accounts, and we're building a better way to serve them. As an early member of the team, you’ll play a critical role in shaping how we deliver onboarding and value at scale. You'll define what great scaled implementation looks like, help customers activate quickly, and build [... source excerpt omitted ...] ts, campaigns, CRM integrations, bot configuration, and compliance - and use it to deliver fast, high-quality onboarding at scale. Own a high-volume book of SMB accounts, helping customers activate quickly and see measurable revenue impact early. Operate with strong prioritization across onboarding, follow-ups, and proactive outreach in a high-velocity environment Find ways to streamline, automate, and scale onboarding so we can work more efficiently without compromising the customer experience. Maintain and build on Hatch's industry-leading customer satisfaction standard. Help build the foundation of Hatch's scaled Customer Success motion during a pivotal stage of growth. [... source excerpt omitted ...] d expansion contribution. Use platform data to build compelling, value-driven stories that support strategic recommendations. What it takes to succeed 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment. Experience supporting high-volume portfolios through digital-first, scaled Customer Success models. Experience managing a high-volume book of business of 100 or more accounts. Strong project and time-management skills. Clear written and verbal communication skills, with the ability to guide customers through email, chat, office hours, and escalation calls. A data-driven approach and the ability to monitor engagement metrics, SLA a