Account Manager at Hatch

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Artificial Intelligence, TechnologyIndustries

Requirements

3–5 years of experience in Customer Success, Account Management, or a similar client-facing role at a B2B SaaS company
Proven ability to manage accounts with $20K–$50K+ ACV and navigate stakeholder relationships at VP/C-suite levels
Strong communicator — build trust, deliver with empathy, and handle tough conversations gracefully
Data-driven mindset — comfortable using performance data to inform strategy and client conversations
Familiarity with CRMs (HubSpot, Salesforce), and tools like Salesloft, Notion, or Gainsight
Comfortable juggling priorities in a fast-moving, ambiguous environment — thrive in early-stage chaos
Team-first attitude — collaborate, roll up your sleeves, and always look for ways to make the whole team better
Growth mindset — curious, coachable, and hungry to build new things from scratch
Nice to Have
Experience in AI, automation, voice technology, or customer engagement platforms
Background in marketing tech, eCommerce, or sales-led SaaS environments
Familiarity with customer onboarding and implementation workflows
Experience working in a startup (Seed–Series B) or rapidly scaling company

Responsibilities

Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts
Lead clients through every stage — from onboarding to adoption, optimization, renewal, and expansion
Own and execute Quarterly Business Reviews and executive check-ins to reinforce ROI and uncover growth opportunities
Identify and influence upsell/cross-sell opportunities; partner closely with Sales/Growth to close them
Guide customers through trial-to-paid conversion when applicable, helping drive revenue impact early
Use platform data to build compelling, value-driven stories that support strategic recommendations
Monitor account health, risks, and goals; build structured playbooks to mitigate churn and maximize retention
Partner with Product, Engineering, and Marketing to relay feedback, shape the roadmap, and enable success at scale
Maintain accurate account activity in HubSpot and internal systems; track progress against key metrics like NRR and expansion contribution
Champion the voice of the customer inside the company — build with, not just for, our users

Skills

HubSpot

Customer Success

Account Management

Quarterly Business Reviews

Upsell

Cross-sell

Net Revenue Retention

Client Onboarding

Churn Mitigation

ROI Analysis

Data Storytelling

Hatch

Develops technology for improving sleep quality

About Hatch

Hatch focuses on enhancing sleep quality through technology-driven devices suitable for all ages, from newborns to adults. Their main products, Hatch Rest and Hatch Restore, are designed to help families improve their sleep, and they have already assisted over half a million families. Hatch sells its products directly to consumers via its website and offers a subscription service that provides tailored sleep solutions, including personalized routines and exclusive content for better sleep hygiene. What sets Hatch apart from competitors is its emphasis on user-friendly technology that integrates easily into daily life, along with a 60-night money-back guarantee and a one-year warranty, which helps build customer trust. The company's goal is to make sleep easier and more effective for everyone.

Menlo Park, CaliforniaHeadquarters

2014Year Founded

$26.4MTotal Funding

SERIES_BCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees