Enterprise Account Manager

ABOUT THE ROLE 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 RESPONSIBILITIES: Customer 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. - Partner with Product and Engineering to troubleshoot API connections and integration challenges. - 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. TECHNICAL EXPERTISE - Proficient in Zapier, with experience creating multi-step automations and webhook integrations. - Experience collaborating with Product and Engineering on API-based workflows. - Strong project management ability, capable of building and maintaining C-level-ready onboarding plans. QUALIFICATIONS: - 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. - 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. What you'll get: - Effective your first day: Full medical, vision, and dental - 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday - Monthly wellness subsidy - Work from home reimbursement - Flexible spending account - 401(k) retirement savings plan - Employee stock purchase plan - Compensation range for this position is $110,000 - $130,000 annually plus performance based incentives - You may also be offered benefits. ABOUT HATCH At Hatch, we’re rethinking how service businesses communicate with customers in the age of AI. We believe AI isn’t just the ne