Head of Customer Success

📋 Description

• • Hatch, the AI growth engine for service businesses, is seeking a dynamic and experienced Head of Customer Success to lead and expand our Account Management team. This pivotal role is integral to our leadership team, with the primary objective of driving the Customer Success department to achieve and surpass company revenue and retention targets. As Hatch continues its rapid expansion, fueled by recent acquisition by Yelp and a strong ARR growth trajectory, this position offers a unique opportunity to shape the future of customer engagement and success within a leading AI-powered communication platform.
• • Our AI CSR platform revolutionizes customer communication across voice, SMS, and email, empowering service businesses to optimize lead conversion, enhance revenue efficiency, and accelerate growth without the need for additional headcount. We are at the forefront of Voice AI technology, a strategic differentiator that we are committed to dominating in the market. Our diverse customer base spans from single-location service businesses to national franchise networks and PE-backed portfolios, underscoring the breadth and impact of our solutions.
• • The Head of Customer Success will oversee the leaders responsible for three distinct customer segments: Scale (SMB), Midmarket, and Enterprise. Each segment currently receives dedicated client-facing technical support, with team members focused on critical functions such as Customer Onboarding, Technical Execution, Project Management, and cross-functional collaboration. These roles are directly measured by their success in Account Retention and growth goals, making the leadership of this function paramount.
• • A core responsibility will be to architect and refine the organizational structure of the Customer Success team. This includes developing comprehensive incentive programs, establishing a robust performance management framework, defining key metrics for rep accountability, and conceptualizing and deploying strategic initiatives designed to foster business growth. You will be instrumental in ensuring that every role within the organization is equipped with clear goals, direction, and the necessary resources to excel.
• • Collaboration with our Enablement team will be key to developing cutting-edge training programs and essential materials that empower our team to provide unparalleled customer support. You will also be responsible for hiring and onboarding new representatives, clearly defining job expectations, and fostering a culture of continuous improvement and efficiency. A deep understanding of the day-to-day realities faced by the team will be crucial for creating and refining processes that enhance operational effectiveness.
• • You will manage the team to achieve ambitious organizational-level retention and growth targets. Furthermore, you will cultivate a strong, synergistic partnership with the Solutions Engineering organization to establish a seamless end-to-end customer lifecycle, ensuring effective onboarding for both voice and SMS customers. A significant focus will be placed on developing and enhancing the technical and AI aptitude within the team, ensuring they are well-prepared to support customers as our product suite evolves with new AI-driven features.
• • Strategic initiatives will involve the implementation of a sophisticated Performance Management structure to guarantee that teams consistently meet and exceed role expectations. Close collaboration with internal Operations partners will be essential for designing effective incentive plans tailored to drive specific business outcomes. You will continuously refine our support processes and playbooks, leveraging a blend of technology and human expertise to optimize customer interactions.
• • Consistent oversight of the support process will be maintained to ensure customers are progressing through defined milestones that are critical for retention. You will work hand-in-hand with the leaders of each segment to refine support strategies, Service Level Agreements (SLAs), and operational processes. Experience in software project management and the technical implementation of key tools will be vital in this capacity.
• • Cross-functional collaboration is at the heart of this role. You will partner closely with the Head of Solutions Engineers to clearly define role objectives and ensure seamless collaboration between Account Management (AM) teams and Sales Engineering. Refining the handoff process between AM and Sales, in conjunction with Sales leaders, will be critical for a consistent and supportive customer experience across all segments.
• • Alignment with Operations teams will be necessary for building comprehensive reporting capabilities and executing compensation plans. You will serve as the crucial link to Product and Engineering, ensuring that product enhancements are communicated effectively to Account Managers and, subsequently, to customers. You will also act as the primary escalation point for any significant technical issues raised by the AM team, and you will ingest updates from Marketing to ensure consistent and impactful customer messaging regarding our product suite and services.
• • This role demands a leader who can navigate a fast-paced, evolving startup environment, build scalable processes, and inspire a high-performing team to deliver exceptional customer outcomes. Your leadership will directly impact Hatch's ability to retain and grow its customer base, solidifying our position as the leading AI growth engine for service businesses.