Hatch · 3 months ago
Director of Account Management, Enterprise
New York City
Full-time
Onsite
Director/Executive
8+ years expHatch is seeking a Director of Account Management for Enterprise customers, responsible for leading strategy and execution for complex accounts. The role involves hands-on technical execution, project management, and building high-performing teams to ensure successful onboarding and value delivery across multiple portfolio brands.
Marketing AutomationSaaSSalesSales AutomationSoftware
Responsibilities
Own the success of our largest enterprise and PE-backed accounts, ensuring structured onboarding and long-term value delivery across multiple portfolio brands
Build and execute detailed onboarding and ongoing success playbooks to guide consistent execution across complex deployments
Develop processes to manage multiple projects per customer, ensuring ownership, timelines, and communication are clear
Partner with Sales to support executive alignment, QBRs, and expansion planning
Serve as the senior point of contact for key enterprise relationships, traveling to top customers for strategic meetings and project oversight (approx. 25% travel)
Lead, coach, and grow a team of Enterprise CSMs who manage high-value, technically complex accounts
Evaluate the current team, upskill where possible, and manage out underperformers who cannot meet enterprise expectations
Recruit and onboard proven enterprise CSMs who bring both customer and technical expertise
Build a culture of accountability, communication, and operational discipline across the team
Serve as the technical and project management backbone for all enterprise deployments
Use Zapier extensively to build automations and workflows that sync data between systems, deploy webhooks, and pass JSON payloads between customer CRMs, marketing tools, and Hatch
Support the team with hands-on execution, including troubleshooting API connections, webhooks, and data integrations
Maintain working knowledge of SQL and relational databases to validate data flows and troubleshoot data discrepancies
Design and manage C-level–ready onboarding project plans, including timelines, milestones, deliverables, and stakeholder communication
Partner with Product and Engineering to resolve implementation challenges, document schemas, and identify opportunities for automation and scale
Ensure all technical workflows and onboarding processes are fully documented, repeatable, and scalable across enterprise accounts
Partner with Product, Engineering, and Support to ensure enterprise requirements are prioritized and resolved quickly
Work with Marketing on executive-level collateral, case studies, and success stories for key accounts
Collaborate with Growth and Sales to ensure expansion opportunities are identified early and supported effectively
Define KPIs and dashboards for enterprise account health, onboarding progress, and retention
Establish systems and workflows that enable consistent delivery across regions and brands
Build scalable frameworks for project planning, stakeholder management, and customer communication
Expert-level proficiency in Zapier, including building, testing, and scaling multi-step automations that connect multiple systems
Deep understanding of webhooks, payloads, and JSON, with the ability to debug and optimize real-time data exchanges
Basic SQL and relational database knowledge to analyze and troubleshoot data integrity issues
Experience designing and managing API-based workflows in collaboration with Product and Engineering
Advanced project management skills, capable of designing and overseeing executive-facing onboarding project plans for multi-brand software deployments
Qualification
Required
8–12 years of experience in Customer Success or related client-facing roles, with at least 3+ years managing enterprise or strategic accounts
Proven track record leading teams that manage large, complex, multi-brand customers ideally in PE-backed or multi-entity environments
Hands-on technical experience deploying Zapier automations, webhooks, and API integrations
Strong background in enterprise project management, from planning to execution
Experience building and executing structured onboarding and success playbooks for enterprise accounts
Excellent communication and executive presence; able to manage C-suite relationships with confidence
Demonstrated success hiring, developing, and retaining high-performing enterprise CSMs
Company
Hatch
Hatch develops an AI-driven communication platform to help businesses automate sales conversations from one collaborative workspace.
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$13.65MKey Investors
Bessemer Venture PartnersNextView VenturesY Combinator
2026-01-21Acquired
2021-07-14Series A· $11M
2019-06-06Seed· $2.5M
Leadership Team
Bill Violante
Co-Founder
Chris Bache
Co-Founder
Recent News
2026-01-22
2025-11-04
Company data provided by crunchbase