Job Overview
Location
New York, New York, USA
Job Type
Full-time
Category
Customer Success Manager
Date Posted
February 23, 2026
Full Job Description
đź“‹ Description
- • Hatch is revolutionizing the service industry with its AI growth engine, a cutting-edge AI CSR platform designed to scale customer communication across voice, SMS, and email. We empower businesses to significantly enhance lead conversion, boost revenue efficiency, and accelerate growth without the need for additional headcount. Our journey began with strong backing from prominent VCs like Bessemer Venture Partners, Y Combinator, and NextView Ventures, and we've recently joined forces with Yelp to fuel even faster expansion. Having achieved an impressive $31.5 million in Annual Recurring Revenue (ARR) in 2025 with over 100% year-over-year growth, we are strategically positioned to surpass $60 million ARR in 2026. Voice AI is not just a feature for us; it's our strategic differentiator and the competitive frontier we are determined to dominate. Our diverse customer base spans from single-location service businesses to expansive national franchise networks and private equity-backed portfolios. While headquartered in New York City, we also maintain a satellite office in Boston.
- • As the Head of Customer Success, you will be instrumental in managing and expanding our dedicated Account Management team. This pivotal leadership role is designed to drive the Customer Success team towards achieving and exceeding company revenue and retention objectives. Hatch currently serves customers across three distinct segments: Scale (SMB), Midmarket, and Enterprise, each requiring tailored client-facing technical support. The core responsibilities for team members in these segments include seamless Customer Onboarding, meticulous Technical Execution, effective Project Management, and robust cross-functional collaboration. Their performance is directly measured by Account Retention and growth metrics.
- • In this leadership capacity, you will directly manage the leaders of these three key segments. Your focus will be on optimizing organizational structure and fostering team growth. This includes the critical development and implementation of comprehensive incentive programs, establishing a clear performance management framework, defining key metrics for rep accountability, and conceptualizing and deploying strategic initiatives aimed at driving overall business growth. You will be the architect of our customer success strategy, ensuring our clients receive unparalleled support and achieve maximum value from Hatch's AI solutions.
- • Key Responsibilities will encompass:
- • **Organizational Structure & Development:** Ensuring every role within the Customer Success organization possesses clear, actionable goals and direction. This involves designing and building effective incentive plans, setting ambitious growth targets, and defining daily expectations for all team members. You will collaborate closely with our Enablement team to create essential training programs and resources, equipping the team with the knowledge and skills needed to expertly support our diverse customer base. A critical part of your role will be to hire and onboard new representatives to effectively support the various customer segments, clearly defining their job expectations and performance criteria. You must cultivate a deep understanding of the day-to-day realities faced by the team to continuously refine processes and structures, thereby enhancing overall efficiency and effectiveness. Ultimately, you will manage the team to achieve ambitious organizational-level retention and growth goals. You will forge strong partnerships with the Solutions Engineering organization to establish a seamless end-to-end customer lifecycle, ensuring efficient and effective onboarding for both voice and SMS solutions. A significant focus will be placed on developing and enhancing the technical and AI aptitude within the team, guaranteeing robust customer support as new products and features emerge.
- • **Strategic Initiatives & Performance Management:** Implementing a comprehensive Performance Management structure to ensure all teams consistently meet and exceed their role expectations. You will collaborate closely with internal Operations partners to design sophisticated incentive plans tailored to the various roles, thereby driving the desired business outcomes. Continuous refinement of our support processes and playbooks, leveraging a strategic blend of technology and human expertise, will be paramount. You will maintain consistent oversight of the support process, ensuring customers are meeting defined milestones crucial for driving retention and long-term success. Working collaboratively with the leaders of each segment, you will refine the overall support strategy, Service Level Agreements (SLAs), and associated processes. This includes overseeing software project management and the technical implementation of key tools that enhance our operational capabilities.
- • **Cross-Functional Collaboration & Escalation:** Partnering effectively with the Head of Solutions Engineering to precisely define role objectives that align the Account Management teams with Sales Engineering functions. You will refine interdepartmental processes between Account Management and Sales by collaborating with Sales leaders to ensure a consistent and supportive handoff of customers within each segment. Achieving alignment with Operations teams is crucial for building robust reporting mechanisms, designing effective compensation plans, and executing against these strategic objectives. You will serve as the vital connection point to Product and Engineering teams, ensuring that product enhancements and updates are communicated effectively to Account Managers and subsequently disseminated to customers when relevant. Furthermore, you will act as the primary escalation point for any significant technical issues surfaced by the Account Management team from our customers. You will also ingest updates from the Marketing team to ensure consistent and accurate customer messaging regarding our product suite and services.
🎯 Requirements
- • 7+ years of experience in B2B Customer Success, with a proven track record of prior leadership experience.
- • Demonstrated success in building and refining processes and playbooks to support the daily expectations and operational efficiency of a customer success team.
- • Experience thriving in a startup or an environment with evolving structures, where defining and implementing new processes is a regular and expected part of the role.
- • Ability to conduct deep dives into the customer journey to identify opportunities for improvement and enhance existing support models.
- • Proven experience working with and supporting customers of all sizes, from small businesses to large enterprise clients.
- • Strong cross-functional collaboration skills, with a demonstrated ability to partner effectively with Product, Marketing, and Sales teams.
- • Experience managing technical implementations and software project management.
- • Prompt engineering experience or a demonstrable track record of leveraging AI prompts to improve operational efficiency and customer outcomes.
- • Comfort and ideally, hands-on experience working with various systems such as Zapier, ChatGPT, Claude and Claude Code, Linear, N8n, and Hubspot.
🏖️ Benefits
- • Competitive compensation package including base salary, bonus, and equity.
- • Opportunity to lead and shape a critical function within a rapidly growing, venture-backed AI company.
- • Hybrid work model with a strong in-office expectation (4 days/week) at our New York City headquarters or Boston satellite office.
- • Comprehensive health, dental, and vision insurance plans.
- • Generous paid time off (PTO) and holiday schedule.
- • Professional development and continuous learning opportunities to stay at the forefront of AI and customer success.
Skills & Technologies
Remote
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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