Teams at Hatch

Manage mid-market and enterprise customer relationships for Hatch’s AI platform. Lead onboarding, adoption, optimization, renewals, expansion, trial conversion, and Quarterly Business Reviews. Use platform data to demonstrate ROI, monitor account health, reduce churn, and identify upsell opportunities. Collaborate with Sales, Product, Engineering, and Marketing while maintaining accurate CRM records and championing customer feedback.

Own onboarding, activation, and growth for a high-volume portfolio of SMB customers. Deliver scaled, digital-first customer success through email, chat, office hours, and escalation calls. Maintain account data, monitor engagement and health metrics, support expansion, and identify process improvements and automation opportunities. Help build Hatch’s scaled Customer Success model while guiding customers toward measurable revenue impact and maintaining high satisfaction.

The Sales Engineer supports complex deals by leading technical discovery, demos, integration scoping, and technical documentation. They assess CRM, lead source, API, webhook, scheduling, call center, data synchronization, automation, and reporting requirements; advise on feasibility, risk, and pricing; and lead technically complex customer implementations through go-live. The role also performs post-launch health checks, monitors integration quality and onboarding metrics, maintains discovery resources, and communicates customer learnings to Product and Engineering.