Enterprise Account Manager

About HatchAt Hatch, we're rethinking how service businesses communicate with customers in the age of AI. We believe AI isn't just the next big wave - it's the new foundation for how businesses win, retain, and grow revenue. We're investing in that future, and in the people bold enough to build it.Hatch is an AI-powered customer communication platform designed to help businesses increase conversion and retention while reducing overhead. Our platform combines AI voice, SMS, and email agents with intelligent automation and deep CRM integrations - ensuring every lead gets a fast response, every follow-up actually happens, and no opportunity slips through the cracks.Recently acquired by Yelp, Hatch operates as a standalone product and is expanding our reach to help thousands more businesses unlock the revenue sitting in their lead pipeline. We've driven $5.1B in revenue for our customers-and we're just getting started.About the RoleThe Enterprise Account Manager partners with our largest and most complex customers primarily PE-backed groups managing multiple portfolio brands to ensure successful onboarding, adoption, and long-term value realization.You'll lead multi-brand implementations, coordinate cross-functional teams, and work directly with executives to design, deliver, and scale success across their portfolios. This is a hands-on role that combines technical execution, project management, and executive relationship management.You'll build and manage onboarding project plans used by C-level stakeholders, configure integrations using Zapier, webhooks, and APIs, and collaborate closely with Product and Engineering to solve implementation challenges.Key Responsibilities:Customer Onboarding & Value DeliveryManage the end-to-end onboarding and success lifecycle for enterprise and PE-backed accounts.Build detailed project plans outlining timelines, responsibilities, and deliverables for multi-brand deployments.Oversee integration and data setup across multiple portfolio companies, ensuring consistent configuration.Monitor account health and proactively address adoption gaps or technical issues.Facilitate executive business reviews (QBRs) and deliver strategic recommendations to drive measurable ROI.Technical ExecutionBuild and manage Zapier automations to connect customer systems and automate workflows.Partner with Product and Engineering to troubleshoot API connections and integration challenges.Document all technical workflows and ensure repeatability across brands and regions.Project Management & Cross-Functional CoordinationAct as project lead for multi-brand or regional implementations.Collaborate with internal teams (Sales, Product, Engineering, Support) to ensure smooth execution.Track milestones, dependencies, and risks, communicating progress clearly to all stakeholders.Manage escalations and coordinate resolution of high-impact issues.Account Growth & RetentionDevelop success plans that align customer goals with measurable outcomes.Identify opportunities for expansion in product usage, AI adoption, and add-on modules.Partner with the Account Executive and Director of Enterprise CS on renewal and expansion strategies.Build and maintain strong relationships with customer executives and operational leaders.Technical ExpertiseProficient in Zapier, with experience creating multi-step automations and webhook integrations.Experience collaborating with Product and Engineering on API-based workflows.Strong project management ability, capable of building and maintaining C-level-ready onboarding plans.Qualifications:5-8 years of experience in Customer Success, Account Management, or Implementation roles, including experience with large or multi-brand accounts.Proven success managing enterprise customers with complex technical requirements.Strong project management and organizational skills; able to manage concurrent projects with multiple stakeholders.Excellent communication skills, including executive presence and the ability to lead C-level discussions.Experience using HubSpot and Metabase (or similar BI tools) for account tracking and reporting.Familiarity with home services, SaaS, or tech-enabled operations is a plus.What you'll get:Effective your first day: Full medical, vision, and dental15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holidayMonthly wellness subsidyWork from home reimbursementFlexible spending account401(k) retirement savings planEmployee stock purchase planCompensation range for this position is $110,000 - $130,000 annually plus performance based incentivesYou may also be offered a bonus and benefits.