Account Manager

Hatch Ltd.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As an Account Manager at Hatch, you will be at the forefront of our customer success strategy, serving as the primary strategic partner for a dedicated portfolio of mid-market and enterprise clients. Your core mission will be to ensure these clients not only adopt but also derive significant, measurable value and achieve substantial growth through Hatch's cutting-edge AI platform. This is a high-ownership, strategic role, deeply integrated into the customer lifecycle and pivotal to Hatch's overall growth trajectory.
• You will expertly guide clients through every phase of their journey with Hatch, from the initial onboarding process, through to driving deep adoption, optimizing their usage for maximum impact, ensuring successful renewals, and identifying opportunities for expansion. This holistic approach ensures long-term client satisfaction and sustained value realization.
• A key responsibility will be the planning and execution of impactful Quarterly Business Reviews (QBRs) and executive check-ins. These sessions are critical for reinforcing the return on investment (ROI) our clients are experiencing and for proactively uncovering new avenues for growth and deeper engagement with the Hatch platform.
• You will be instrumental in identifying and influencing upsell and cross-sell opportunities within your client base. This involves close collaboration with our Sales Growth team, acting as a trusted advisor to help close these revenue-generating initiatives and expand Hatch's footprint within existing accounts.
• For clients undergoing trials, you will lead the charge in guiding them through the crucial trial-to-paid conversion process. Your expertise in demonstrating value and addressing client needs will be key to driving early revenue impact and establishing a strong foundation for a long-term partnership.
• Leveraging the rich data generated by our AI platform, you will develop and present compelling, value-driven narratives. These data-backed stories will be essential for providing strategic recommendations, showcasing client success, and guiding future platform utilization.
• Proactive account health monitoring is paramount. You will continuously assess client usage, satisfaction, and potential risks, developing structured playbooks and strategies to mitigate churn and maximize retention rates. Your insights will be vital in safeguarding and growing our client base.
• You will act as a crucial bridge between our clients and our internal teams. By partnering closely with Product, Engineering, and Marketing, you will relay invaluable customer feedback, contribute to shaping the product roadmap, and help develop scalable solutions that enable success for all our users.
• Maintaining meticulous records of all account activities within HubSpot and other internal systems is essential. You will be responsible for accurately tracking progress against key performance indicators (KPIs), including Net Revenue Retention (NRR) and expansion contribution, ensuring transparency and accountability.
• You will be a passionate advocate for the customer within Hatch. Your role is to champion the voice of the customer, ensuring that our product development and company strategy are always aligned with user needs and that we are truly building *with* our customers, not just *for* them.
• This role demands a proactive, strategic thinker who thrives in a dynamic, fast-paced environment. You should possess a founder's mentality, a deep passion for building and nurturing meaningful client partnerships, and a commitment to driving tangible business outcomes through innovative AI solutions.

🎯 Requirements

• 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role within a B2B SaaS company.
• Proven ability to manage accounts with ACV (Annual Contract Value) ranging from $20K to $50K, demonstrating success in navigating complex stakeholder relationships up to the VP and C-suite levels.
• Exceptional communication and interpersonal skills, with a demonstrated ability to build trust, deliver with empathy, and navigate challenging conversations with grace and professionalism.
• A strong, data-driven mindset, comfortable leveraging performance data to inform strategic decisions and client interactions.
• Familiarity with CRM systems (e.g., HubSpot, Salesforce) and customer success platforms (e.g., Gainsight, Salesloft, Notion).

🏖️ Benefits

• Competitive salary with a performance-based bonus structure.
• Hybrid work model: 4 days per week in our vibrant NYC office, offering flexibility and in-person collaboration.
• Comprehensive medical, dental, and vision insurance plans to support your well-being.
• 401(k) retirement savings plan to help you plan for the future.
• Flexible Paid Time Off (PTO) policy to ensure a healthy work-life balance.

Skills & Technologies

Remote

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Hatch Ltd.

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About Hatch Ltd.

Hatch is a global, multidisciplinary management, engineering, and professional services company. They offer a comprehensive suite of services across the project lifecycle, from concept and feasibility studies to design, construction, and operation. Hatch specializes in the mining, metals, energy, and infrastructure sectors, providing innovative solutions to complex challenges. Their expertise includes project management, engineering design, environmental consulting, and digital transformation. With a focus on sustainability and client collaboration, Hatch aims to deliver safe, efficient, and responsible projects that create lasting value for their clients and the communities they serve. They are committed to leveraging technology and deep industry knowledge to drive progress and shape a better future.

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