Hatch
About Hatch
At Hatch, we’re building AI that doesn’t just assist behind the scenes; it converses with customers out in the wild. Backed by Y Combinator and top-tier investors like Bessemer and NextView, we’re scaling fast, doubling revenue year over year, and looking for A players to help us cement our place as the category leader in AI for customer engagement. About the Role
As
Manager of CS, Strategic , you will report to the VP of Customer Success and lead our Strategic Accounts team. Your mission: retain and grow our most valuable customers while ensuring they realize maximum value from Hatch’s AI CSR platform. Strategic accounts are our largest customers, typically Private Equity–backed groups with 100+ portfolio companies, contributing
$500k–$1.5M ARR each . Success in this role requires a leader who can scale processes, develop high-performing teams, and build trusted executive-level partnerships. Key Responsibilities
Team Leadership & Development – Lead, mentor, and scale a high-performing Strategic CS team aligned to retention and expansion goals. Retention & Growth – Own strategies to reduce churn, drive upsell/cross-sell, and maximize lifetime value within $500k–$1.5M ARR accounts. Customer Lifecycle Management – Design and execute best practices for onboarding, adoption, engagement, and renewal across complex multi-brand portfolios. Operational Excellence – Build scalable playbooks and leverage platforms (HubSpot, Salesloft, etc.) to improve efficiency and visibility. Data-Driven Strategy – Analyze customer data to proactively identify risk, surface expansion opportunities, and forecast outcomes. Cross-Functional Collaboration – Partner with Sales, Marketing, and Product to enhance the customer journey and deliver actionable insights. Customer Advocacy – Develop programs that turn top customers into advocates, driving referrals, case studies, and testimonials. Revenue & Performance Management – Own forecasting and reporting for retention, expansion, and churn; ensure alignment with company targets. Executive Engagement – Serve as a trusted advisor to C-level stakeholders, strengthening long-term strategic relationships. Qualifications
5+ years in Customer Success, Account Management, or Sales with 4+ years leading teams. Proven record of managing/expanding large SaaS accounts (>$20–50k ACV; $500k+ ARR portfolios a plus). Experience scaling CS/AM teams in a SaaS environment. Skilled in contract negotiations, renewals, and expansion strategies. Strong analytical and operational skills; highly data-driven. Experienced with HubSpot, Salesloft, and customer engagement platforms. Excellent leadership, coaching, and executive communication skills. Highly organized with strong time management; able to manage multiple priorities. What We Offer
Competitive salary & equity package. Hybrid work (4 days/week in our NYC office). Medical, dental, and vision benefits. 401(k) plan. Flexible PTO. Opportunity to build at the ground floor of a fast-growing, mission-driven company. Why Hatch
Shape the future of AI-driven customer service. Work alongside founders and leaders who value speed, ownership, and ambition. Solve complex problems that directly impact real businesses. Join a team of builders who care about great engineering, fast execution, and each other.
#J-18808-Ljbffr
At Hatch, we’re building AI that doesn’t just assist behind the scenes; it converses with customers out in the wild. Backed by Y Combinator and top-tier investors like Bessemer and NextView, we’re scaling fast, doubling revenue year over year, and looking for A players to help us cement our place as the category leader in AI for customer engagement. About the Role
As
Manager of CS, Strategic , you will report to the VP of Customer Success and lead our Strategic Accounts team. Your mission: retain and grow our most valuable customers while ensuring they realize maximum value from Hatch’s AI CSR platform. Strategic accounts are our largest customers, typically Private Equity–backed groups with 100+ portfolio companies, contributing
$500k–$1.5M ARR each . Success in this role requires a leader who can scale processes, develop high-performing teams, and build trusted executive-level partnerships. Key Responsibilities
Team Leadership & Development – Lead, mentor, and scale a high-performing Strategic CS team aligned to retention and expansion goals. Retention & Growth – Own strategies to reduce churn, drive upsell/cross-sell, and maximize lifetime value within $500k–$1.5M ARR accounts. Customer Lifecycle Management – Design and execute best practices for onboarding, adoption, engagement, and renewal across complex multi-brand portfolios. Operational Excellence – Build scalable playbooks and leverage platforms (HubSpot, Salesloft, etc.) to improve efficiency and visibility. Data-Driven Strategy – Analyze customer data to proactively identify risk, surface expansion opportunities, and forecast outcomes. Cross-Functional Collaboration – Partner with Sales, Marketing, and Product to enhance the customer journey and deliver actionable insights. Customer Advocacy – Develop programs that turn top customers into advocates, driving referrals, case studies, and testimonials. Revenue & Performance Management – Own forecasting and reporting for retention, expansion, and churn; ensure alignment with company targets. Executive Engagement – Serve as a trusted advisor to C-level stakeholders, strengthening long-term strategic relationships. Qualifications
5+ years in Customer Success, Account Management, or Sales with 4+ years leading teams. Proven record of managing/expanding large SaaS accounts (>$20–50k ACV; $500k+ ARR portfolios a plus). Experience scaling CS/AM teams in a SaaS environment. Skilled in contract negotiations, renewals, and expansion strategies. Strong analytical and operational skills; highly data-driven. Experienced with HubSpot, Salesloft, and customer engagement platforms. Excellent leadership, coaching, and executive communication skills. Highly organized with strong time management; able to manage multiple priorities. What We Offer
Competitive salary & equity package. Hybrid work (4 days/week in our NYC office). Medical, dental, and vision benefits. 401(k) plan. Flexible PTO. Opportunity to build at the ground floor of a fast-growing, mission-driven company. Why Hatch
Shape the future of AI-driven customer service. Work alongside founders and leaders who value speed, ownership, and ambition. Solve complex problems that directly impact real businesses. Join a team of builders who care about great engineering, fast execution, and each other.
#J-18808-Ljbffr