Hatch

Customer Success Manager

• Ensure each role within the organization has clear goals and directions, including building and designing incentive plans, growth goals and daily expectations for team members
• Collaborate with Enablement to build training and materials to equip the team to support customers
• Hire and onboard reps to support the various segments and define job expectations
• Deep understanding of the day to day realities of the team to continue to create process and structure for improved efficiency
• Manage the team to org level retention and growth goals
• Create strong partnership with Solutions Engineering org to build an end to end lifecycle for customers and effectively onboard voice and sms customers
• Develop and grow technical and AI aptitude within the team to ensure strong customer support as new products emerge
• Implement Performance Management structure to ensure teams are meeting expectations of the role
• Collaborate with internal Operations partners to design incentive plans for the various roles to drive the right business outcomes
• Continue to refine support process and playbooks leveraging both tech and humans
• Consistent oversight on the support process to ensure customers are meeting defined milestones to drive retention
• Collaborate with leaders of each segment to refine support strategy, SLA and processes
• Software project management and technical implementation of key tools
• Partner with head of Solutions Engineers to define Role Objectives between AM teams and Sales Engineering teams
• Refine process between AM and Sales by working with Sales leaders to ensure consistent hand off and support of customers in each segment
• Alignment with Operations teams to build reporting and compensation plans and execute against those
• Connection to Product and Engineering to ensure product enhancements are communicated effectively to Account Managers and subsequently to customers when relevant
• Serve as an escalation point for any major technical issues that are surfaced by the AM team from customers
• Ingest updates from Marketing to ensure consistent customer messaging of the product suite and services

Head of Customer Success

Growth Marketing

• Execute and optimize paid campaigns across Google Ads, LinkedIn Ads, Meta/Facebook/Instagram/Threads, and programmatic channels
• Build and manage multi-channel email programs that move prospects through the funnel
• Create nurture streams for inbound leads, demo no-shows, trial users, and cold prospects
• Run A/B and multivariate tests on creative, messaging, landing pages, and audience targeting
• Build and execute scaled ABM campaigns that use intent signals to identify and reach high-value accounts
• Manage and optimize the B2B funnel: visits → MQLs → meetings → opportunities → closed-won ARR
• Build dashboards that provide visibility into channel performance, campaign ROI, CAC, LTV, and pipeline velocity

Senior Growth Marketing Manager, B2B

Technical Account Manager

• Own the end-to-end delivery of AI agents, from scoping and requirements through launch, validation, and iteration.
• Define agent workflows, prompts, and behaviors that meet real customer needs and operate reliably in production.
• Work hands-on in agent configuration, testing, and tuning to ensure quality before and after launch.
• Lead delivery-focused customer engagements, including discovery, solution walkthroughs, and launch readiness.
• Monitor live agent performance and customer feedback, driving fast, pragmatic improvements.
• Obsess over business KPIs, ensuring agents drive measurable impact across customer outcomes, efficiency, and ROI.
• Eager to contribute to our knowledge base with new processes, playbooks and best practices.

AI Technical Account Manager

Full-stack Engineer

• Build multi-tenant and multi-location management features
• Develop frontend features using React and TypeScript
• Create admin consoles and permission management interfaces
• Build backend APIs for enterprise functionality
• Implement SSO, RBAC, and security features
• Design intuitive UX for complex enterprise workflows
• Write clean, well-tested, maintainable code
• Participate in code reviews and technical discussions

Senior Fullstack Engineer – Enterprise

Product Manager

• Own the onboarding and self-service experience at Hatch
• Design guided experiences that enable customers to configure and customize their AI agents without technical expertise
• Develop templates, wizards, and intelligent defaults that scale across use cases and industries
• Build guardrails and validation to ensure reliable outcomes while reducing user error
• Create intuitive interfaces for customers to build, target, and launch campaigns independently
• Balance flexibility with simplicity—powerful enough for advanced users, approachable for beginners
• Build tools that help customers understand AI agent behavior and outcomes
• Enable self-service troubleshooting to reduce reliance on support
• Define and track key metrics across activation, engagement, and retention
• Surface insights that inform product priorities and measure the impact of self-service improvements

Onboarding Product Manager

Events

• Own the playbook: Develop and lead an events strategy that hits marketing and revenue goals — awareness, engagement, pipeline, and retention. Choose where we show up, why it matters, and how we win.
• Run the full range: From owned conferences and executive dinners to trade shows and field events, you'll bring each format to life with the right approach for the audience and moment.
• Handle core logistics: Coordinate shipping, booth assets, swag, event technology, and vendor wrangling alongside our logistics partner — building systems that scale.
• Own the narrative: Define the messaging angle for each event and make sure every touchpoint is consistent. You'll brief and direct content needs — one-pagers, signage, booth copy — with support from the marketing team on production.
• Keep everyone in sync: Partner with Sales, AM, Partners, and Product to ensure everyone is working from the same goals, storylines, positioning, and outreach plan. You'll lead KBYGs and cross-functional coordination.
• Make the marketing engine hum: Own AM + marketing outreach streams and collaborate with Sales on theirs. Spin up landing pages and booking flows with support from design/ops. Integrate events into nurture and newsletter rhythms.
• Make us memorable: Come up with creative booth activations, swag ideas, and experiences that make people stop, engage, and remember Hatch long after the event.
• Track what matters: Measure pipeline impact: scans, meetings, SQOs, and closed revenue. Produce clear, actionable event recaps with insights and next steps.

Senior Event Marketing Manager

Account Manager

• Manage 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.
• Build 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.
• Act 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.
• Develop 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.