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Scaled Success Account Manager

Location: Remote US

About Hatch

At Hatch, we’re rethinking how service businesses communicate with customers in the age of AI. We believe AI isn’t just the next big wave — it’s the new foundation for how businesses win, retain, 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 designed to help businesses increase conversion and retention while reducing overhead. Our platform combines AI voice, SMS, and email agents with intelligent automation and deep CRM integrations — ensuring every lead gets a fast response, every follow-up actually happens, and no opportunity slips through the cracks. Thousands of service businesses — from single-location shops to multi-brand enterprises — have driven over $5.1B in revenue with Hatch.

Founded in Richmond, VA and backed by NextView Ventures, Ludlow, and Dragon, Hatch is now a Yelp company. In January 2026, Yelp acquired Hatch for $270M, bringing together Yelp’s scale and trusted brand with Hatch’s AI platform to accelerate what we can build — and how fast we can grow. Hatch continues to operate independently, with the same team, product roadmap, and mission. The people we hire now will define our long-term trajectory.

About the Role

Scaled Customer Success owns the onboarding, activation, and growth of Hatch’s self-service customers. We’re making a major investment in this segment, grounded in the belief that there is significant untapped revenue potential across our scaled accounts — and we’re building the motion to unlock it.

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 looks like for scaled implementation, drive activation quickly, and help build the systems and processes that enable us to grow efficiently without sacrificing quality.

What You’ll Do

• Become a product expert across Hatch’s full suite — AI agents, campaigns, CRM integrations, bot configuration, and compliance — and apply that expertise to deliver fast, high-quality onboarding at scale
• Own a high-volume book of SMB accounts, ensuring customers are activated quickly and seeing measurable revenue impact early
• Operate with strong prioritization across onboarding, follow-ups, and proactive outreach in a high-velocity environment
• Partner closely with Product to surface customer feedback, identify trends, and influence what we build next
• Identify opportunities to streamline, automate, and scale onboarding processes to increase efficiency without compromising the customer experience
• Maintain and elevate an industry-leading customer satisfaction standard
• Contribute to building the foundation of Hatch’s scaled Customer Success motion during a pivotal stage of growth

What You’ll Need

• 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment
• Experience supporting high-volume portfolios using digital-first, scaled Customer Success models
• Strong project and time management skills — you can manage a high volume of work without dropping the ball
• Strong communicator who can effectively guide customers across email, chat, office hours, and escalation calls
• Data-driven mindset with the ability to monitor engagement metrics, SLA adherence, and account health signals
• Excellent written and verbal communication skills
• A high sense of ownership and a drive to continuously improve and grow
• Proven track record of consistently hitting or exceeding KPIs
• Experience managing a high-volume book of business (100+ accounts)
• Ability to anticipate customer needs and proactively position the right solutions
• Comfortable working with modern SaaS tools such as HubSpot, Pylon, Arrows, and workflow/automation platforms
• Ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment
• Team-first attitude — highly collaborative and open to continuous process improvement

Nice to Haves

• Experience in home services, home improvement, or other high-consideration verticals
• Familiarity with CRM platforms such as ServiceTitan, Salesforce, or HubSpot
• Experience with conversational AI, marketing automation, or sales technology
• Background in a high-growth or early-stage startup environment

What you'll get:

• Effective your first day: 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
• Compensation range for this position is $70,000 - $110,000 annually plus commissions.
• You may also be offered a bonus and benefits.