Manager of CS, Strategic
About Hatch
At Hatch, we’re building AI that doesn’t just assist behind the scenes; it converses with customers out in the wild. Backed by Y Combinator and top-tier investors like Bessemer and NextView, we’re scaling fast, doubling revenue year over year, and looking for A players to help us cement our place as the category leader in AI for customer engagement.
About the Role
As Manager of CS, Strategic, you will report to the VP of Customer Success and lead our Strategic Accounts team. Your mission: retain and grow our most valuable customers while ensuring they realize maximum value from Hatch’s AI CSR platform.
Strategic accounts are our largest customers, typically Private Equity–backed groups with 100+ portfolio companies, contributing $500k–$1.5M ARR each. Success in this role requires a leader who can scale processes, develop high-performing teams, and build trusted executive-level partnerships.
Key Responsibilities
Team Leadership & Development – Lead, mentor, and scale a high-performing Strategic CS team aligned to retention and expansion goals.
Retention & Growth – Own strategies to reduce churn, drive upsell/cross-sell, and maximize lifetime value within $500k–$1.5M ARR accounts.
Customer Lifecycle Management – Design and execute best practices for onboarding, adoption, engagement, and renewal across complex multi-brand portfolios.
Operational Excellence – Build scalable playbooks and leverage platforms (HubSpot, Salesloft, etc.) to improve efficiency and visibility.
Data-Driven Strategy – Analyze customer data to proactively identify risk, surface expansion opportunities, and forecast outcomes.
Cross-Functional Collaboration – Partner with Sales, Marketing, and Product to enhance the customer journey and deliver actionable insights.
Customer Advocacy – Develop programs that turn top customers into advocates, driving referrals, case studies, and testimonials.
Revenue & Performance Management – Own forecasting and reporting for retention, expansion, and churn; ensure alignment with company targets.
Executive Engagement – Serve as a trusted advisor to C-level stakeholders, strengthening long-term strategic relationships.
Qualifications
5+ years in Customer Success, Account Management, or Sales with 4+ years leading teams.
Proven record of managing/expanding large SaaS accounts (>$20–50k ACV; $500k+ ARR portfolios a plus).
Experience scaling CS/AM teams in a SaaS environment.
Skilled in contract negotiations, renewals, and expansion strategies.
Strong analytical and operational skills; highly data-driven.
Experienced with HubSpot, Salesloft, and customer engagement platforms.Excellent leadership, coaching, and executive communication skills.
Highly organized with strong time management; able to manage multiple priorities.
What We Offer
Competitive salary & equity package
Hybrid work (4 days/week in our NYC office)Medical, dental, and vision benefits
401(k) plan
Flexible PTO
Opportunity to build at the ground floor of a fast-growing, mission-driven company
Why Hatch
Shape the future of AI-driven customer service
Work alongside founders and leaders who value speed, ownership, and ambition
Solve complex problems that directly impact real businesses
Join a team of builders who care about great engineering, fast execution, and each other
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