Location: SoHo, NYC (Hybrid in-office/remote schedule)

About the Role:

As an Account Manager at Hatch, you'll own the post-sale relationship and drive upsell and expansion for customer accounts ranging from $5-$20 million in Annual Recurring Revenue. You’ll play a critical role in identifying business challenges, expanding AI adoption, and delivering value to our customers.

Responsibilities:

Own the post-sale relationship for a portfolio of accounts.
Identify business problems to drive upsell opportunities and expand AI adoption.
Be accountable for upsell and expansion targets, tracking key metrics such as ROI, messaging effectiveness, adoption, and user growth.
Work closely with Marketing, Sales, and Product to influence new features and strategies based on user feedback.
Expand customer use cases and overall AI adoption within the platform.

Success Measurement:

Your performance will be measured based on qualitative and quantitative factors, including:

Revenue churn below 2%.
Net Revenue Retention of 100% or higher.
AI upsell and expansion achievements.

Who You Are:

12+ months experience in an Account Management or Customer Success Manager role.
12+ months experience in SaaS.
Curious, coachable, and efficient.
Strong written and oral communication skills.
Detail-oriented with excellent organizational skills.
Process-driven with a growth mindset—ready to act quickly, learn, and continuously improve.
Positive and motivated attitude, ready to create customer advocates.

Your First 180 Days at Hatch:

30 Days:

Master the Hatch software suite.
Learn the industry and your customers through training and team shadowing.
Begin managing your first few accounts.

90 Days:

Manage a full book of up to 150 customer accounts.
Gain an expert-level understanding of the product.
Start identifying new use cases for your customers.

180 Days:

Be regarded as an industry expert.
Identify upgrade opportunities (this is not a sales role).
Turn customers into raving fans of Hatch.

Why Join Us?

Hybrid work schedule with our office in SoHo, NYC.
Competitive salary range of $100K – $120K.

Hatch

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Account Manager – NYC (Hybrid)