Hatch Bank
Overview
Hatch Bank is a technology-first sponsor bank that partners with fintechs and innovative brands to bring creative financial solutions to market. We are seeking a
Partner Success Manager (PSM)
to play a critical role in managing and enabling our fintech partnerships. The PSM is a disciplined operator who owns the day-to-day execution of partner relationships. This individual will be a decisive and strong communicator, accountable for enabling partner growth through structured processes and cross-functional coordination, delivering operational excellence, maintaining compliance alignment, and ensuring audit readiness. They will serve as the
primary partner advocate inside the bank , while also holding partners accountable for adherence to Hatch’s governance frameworks and third-party relationship standards. The ideal candidate combines
traditional banking governance experience
with strong execution, project management rigor, and emotional intelligence. They are proactive, adaptable, and solution-oriented — able to anticipate partner needs and translate them into actionable internal workflows. Responsibilities
Owns plans for product enhancements, workflows, and partner escalations across Risk, Compliance, Operations, Finance, Legal, and Technology. Develops strong relationships with key internal and external stakeholders, identifying issues early and working with compliance managers to develop creative solutions that balance innovation within regulatory frameworks. Drives accountability across stakeholders, ensuring internal SLAs, compliance requirements, and partner needs are met. Leads structured partner success processes (e.g., QBRs, reporting, job aids) that protect the bank while enabling partner satisfaction and profitability. Surfaces cross-sell and upsell opportunities aligned with Hatch’s roadmap. Serve as primary point of contact for assigned fintech partners, owning the day-to-day partner relationship post-implementation. Own and execute project plans across internal stakeholders, ensuring tasks, deliverables, and escalations are completed on time and to standard. Lead Quarterly Business Reviews (QBRs) and regular check-ins with fintech partners; present updates and performance to bank leadership. Develop and maintain Job Aids, SOPs, and partner enablement playbooks for both internal and external stakeholders. Ensure audit readiness and regulatory alignment across program documentation, reporting, and operational processes. Act as a translator and advocate for fintech partner needs, converting them into actionable workflows and recommendations for Risk, Compliance, Operations, and Technology. Monitor partner health metrics, ensuring issues are proactively addressed and satisfaction remains high. Surface partner growth opportunities tied to Hatch’s roadmap and strategic goals. Maintain internal SLA adherence, ensuring bank performance commitments are consistently met. Balance structured planning with responsive escalation management. Qualifications
2-5 years’ experience in banking, fintech, or financial services, ideally in Customer Success, Program Management, or Partner Success roles. Strong foundation in banking governance, compliance, and operational oversight. Demonstrated ability to own and manage project plans; PMP, Agile/Scrum, or Six Sigma certifications strongly preferred. Proven track record of solution-oriented problem solving and adaptability in dynamic environments. Strong organizational discipline and ability to drive accountability across cross-functional teams. Excellent written and verbal communication skills. Proficiency with AI-powered tools for summarization, reporting, and partner communications. Strong interpersonal skills with the ability to build credibility across fintech mid-level stakeholders and confidently engage executives when required. Preference for skillsets in risk management, experience with lending/servicing operations, and audit functions. Preference for experience utilizing Governance Risk and Compliance (GRC) Software tools. Pay Range: The salary range for this position is $80,000.00 to $120,000.00. The pay range may vary based on factors including knowledge, skills, experience, and location. Hatch Bank offers a competitive benefits plan including Health, Dental, Vision, Life, Disability, 401K, Paid Time Off, and other benefits. Hatch Bank is an Equal Opportunity Employer. If you have a disability and need an accommodation to complete the application process, please email HResources@firstrust.com. Firstrust provides reasonable accommodations for disabled individuals in the application process. Please state your accommodation request in your message. For accommodations, email reasonableaccomdations@firstrust.com or call 215-728-8265. Seniority level
Mid-Senior level Employment type
Full-time Job function
Business Development and Sales Note: This job posting includes references to various locations and roles; referrals and job suggestions may appear in the posting. Hatch Bank is an Equal Opportunity Employer.
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Hatch Bank is a technology-first sponsor bank that partners with fintechs and innovative brands to bring creative financial solutions to market. We are seeking a
Partner Success Manager (PSM)
to play a critical role in managing and enabling our fintech partnerships. The PSM is a disciplined operator who owns the day-to-day execution of partner relationships. This individual will be a decisive and strong communicator, accountable for enabling partner growth through structured processes and cross-functional coordination, delivering operational excellence, maintaining compliance alignment, and ensuring audit readiness. They will serve as the
primary partner advocate inside the bank , while also holding partners accountable for adherence to Hatch’s governance frameworks and third-party relationship standards. The ideal candidate combines
traditional banking governance experience
with strong execution, project management rigor, and emotional intelligence. They are proactive, adaptable, and solution-oriented — able to anticipate partner needs and translate them into actionable internal workflows. Responsibilities
Owns plans for product enhancements, workflows, and partner escalations across Risk, Compliance, Operations, Finance, Legal, and Technology. Develops strong relationships with key internal and external stakeholders, identifying issues early and working with compliance managers to develop creative solutions that balance innovation within regulatory frameworks. Drives accountability across stakeholders, ensuring internal SLAs, compliance requirements, and partner needs are met. Leads structured partner success processes (e.g., QBRs, reporting, job aids) that protect the bank while enabling partner satisfaction and profitability. Surfaces cross-sell and upsell opportunities aligned with Hatch’s roadmap. Serve as primary point of contact for assigned fintech partners, owning the day-to-day partner relationship post-implementation. Own and execute project plans across internal stakeholders, ensuring tasks, deliverables, and escalations are completed on time and to standard. Lead Quarterly Business Reviews (QBRs) and regular check-ins with fintech partners; present updates and performance to bank leadership. Develop and maintain Job Aids, SOPs, and partner enablement playbooks for both internal and external stakeholders. Ensure audit readiness and regulatory alignment across program documentation, reporting, and operational processes. Act as a translator and advocate for fintech partner needs, converting them into actionable workflows and recommendations for Risk, Compliance, Operations, and Technology. Monitor partner health metrics, ensuring issues are proactively addressed and satisfaction remains high. Surface partner growth opportunities tied to Hatch’s roadmap and strategic goals. Maintain internal SLA adherence, ensuring bank performance commitments are consistently met. Balance structured planning with responsive escalation management. Qualifications
2-5 years’ experience in banking, fintech, or financial services, ideally in Customer Success, Program Management, or Partner Success roles. Strong foundation in banking governance, compliance, and operational oversight. Demonstrated ability to own and manage project plans; PMP, Agile/Scrum, or Six Sigma certifications strongly preferred. Proven track record of solution-oriented problem solving and adaptability in dynamic environments. Strong organizational discipline and ability to drive accountability across cross-functional teams. Excellent written and verbal communication skills. Proficiency with AI-powered tools for summarization, reporting, and partner communications. Strong interpersonal skills with the ability to build credibility across fintech mid-level stakeholders and confidently engage executives when required. Preference for skillsets in risk management, experience with lending/servicing operations, and audit functions. Preference for experience utilizing Governance Risk and Compliance (GRC) Software tools. Pay Range: The salary range for this position is $80,000.00 to $120,000.00. The pay range may vary based on factors including knowledge, skills, experience, and location. Hatch Bank offers a competitive benefits plan including Health, Dental, Vision, Life, Disability, 401K, Paid Time Off, and other benefits. Hatch Bank is an Equal Opportunity Employer. If you have a disability and need an accommodation to complete the application process, please email HResources@firstrust.com. Firstrust provides reasonable accommodations for disabled individuals in the application process. Please state your accommodation request in your message. For accommodations, email reasonableaccomdations@firstrust.com or call 215-728-8265. Seniority level
Mid-Senior level Employment type
Full-time Job function
Business Development and Sales Note: This job posting includes references to various locations and roles; referrals and job suggestions may appear in the posting. Hatch Bank is an Equal Opportunity Employer.
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