United States onlyAbout Hatch
At Hatch, we’re building AI that doesn’t just assist behind the scenes — it actively engages with customers through voice, text, and email. Our AI agents help businesses convert more leads, reduce overhead, and deliver exceptional customer experiences.
We’re backed by Y Combinator, Bessemer, and NextView, scaling rapidly and defining a new category of AI-powered customer engagement. If you’re energized by big impact, fast growth, and industry-defining innovation, we’d love to meet you.
About the Role
We’re hiring a Senior Strategic Account Manager to lead our most valuable customer relationships — overseeing a portfolio of high-revenue clients, primarily in the private equity and franchise sectors, with accounts ranging from $500K to $2M in ARR.
This is a high-impact, high-autonomy role at the forefront of Hatch’s growth. You'll act as the executive owner of these accounts, ensuring adoption, expansion, and long-term success of our AI platform. You’ll be a strategic advisor, trusted partner, and internal advocate for our largest customers.
If you’ve worked with senior stakeholders, thrive in complex environments, and know how to drive both retention and expansion at scale — this is the role for you.
What You’ll Do
Own executive relationships with Hatch’s largest customers, managing a portfolio of $500K–$2M ARR accounts.
Partner with franchise networks and private equity firms to drive outcomes across multiple sub-brands or locations.
Lead strategic business reviews, roadmap planning, and executive check-ins to reinforce ROI and long-term value.
Identify expansion opportunities, collaborating closely with Growth/Sales to close multi-location and multi-brand deals.
Use AI performance data and engagement metrics to tell compelling, insight-driven stories.
Guide clients through new feature rollouts, change management, and AI adoption best practices.
Serve as the voice of the customer internally — influencing product roadmaps and go-to-market strategies.
Build scalable playbooks for onboarding, growth, and renewal across complex org structures.
Track account activity and expansion metrics; measure and improve net revenue retention.
Maintain executive trust and confidence through proactive communication and problem-solving.
What We’re Looking For
5–8+ years in Account Management, Customer Success, or Strategic Partnerships in a B2B SaaS environment.
Proven success managing high-value, multi-stakeholder accounts with $500K+ ACV.
Experience working with private equity firms, holding companies, or multi-location/franchise businesses.
Executive presence — you can confidently engage with VP and C-suite leaders.
Strategic mindset and commercial acumen — you can navigate complex orgs and spot growth levers.
Data fluency — you’re skilled at turning platform data into strategic insights.
Strong communication, negotiation, and conflict resolution skills.
Startup experience preferred; you’re scrappy, resourceful, and comfortable with ambiguity.
Nice to Have
Experience in AI, automation, or customer engagement platforms.
Background in martech, lead conversion, or enterprise implementation.
Familiarity with franchise enablement or multi-location SaaS support.
What We Offer
$120,000–$140,000 base salary + performance bonus
Hybrid work schedule (4 days/week in NYC office)
Medical, dental, and vision insurance
401(k) plan
Flexible PTO
Opportunity to shape the future of AI-driven customer engagement
A smart, tight-knit team that values speed, ownership, and empathy
Why Join Hatch
🚀 Work on the front lines of AI innovation
🤝 Partner with iconic brands and enterprise leaders
💡 Own complex challenges that drive business impact
⚡ Move fast and build something that matters
