Hatch · 4 days ago
Director of Account Management, Enterprise
NYC Metro Area
Full-time
Hybrid
Director/Executive
8+ years expHatch is seeking a Director of Customer Success for their Enterprise segment to lead strategy and execution for their largest and most complex customers. This role involves hands-on technical execution, advanced project management, and building a high-performing team to ensure structured onboarding and long-term 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
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
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
2021-07-14Series A· $11M
2019-06-06Seed· $2.5M
2019-03-18Pre Seed· $0.15M
Leadership Team
Bill Violante
Co-Founder
Chris Bache
Co-Founder
Recent News
2025-11-04
2025-11-01
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