The 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 ResponsibilitiesCustomer Onboarding & Value Delivery
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.
Technical Execution
Build and manage Zapier automations to connect customer systems and automate workflows.
Use webhooks and JSON payloads to pass data between platforms and ensure accurate synchronization.
Partner with Product and Engineering to troubleshoot API connections and integration challenges.
Apply SQL and relational database knowledge to validate data integrity and investigate anomalies.
Document all technical workflows and ensure repeatability across brands and regions.
Project Management & Cross-Functional Coordination
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.
Account Growth & Retention
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.
Proficient in Zapier, with experience creating multi-step automations and webhook integrations.
Deep understanding of webhooks, payloads, and JSON, including how to debug and optimize data flows.
Working knowledge of SQL and relational databases to analyze and troubleshoot data issues.
Experience collaborating with Product and Engineering on API-based workflows.
Strong project management ability, capable of building and maintaining C-level-ready onboarding plans.
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.
Hands-on technical experience with Zapier, webhooks, JSON, and SQL.
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.
Top Skills
What We Do
Hatch is an SMS Texting Platform that helps small and medium-size businesses harness the power of two-way SMS messaging.
