Senior Account Manager
📋 Role Overview & Responsibilities
Company DescriptionHatch is the worlds #1 AI communication platform for call centers. We help these companies drive revenue using AI and automation with all of their communication channels.
Roles and Responsibilities: A CSM owns the post-sale relationship and upsell and expansion for customer accounts, ranging from $5-$20 million in Annual Recurring Revenue with Hatch.
A Hatch CSM:Identifies business problems in order to upsell and expand AI adoption and success within the platform.Maintains and is measured on upsell and expansion.Tracks ROI, messaging, adoption, and user expansion.Expands customer use cases and AI adoption.Works cross-functionally with Marketing, Sales, and Product to help formulate new features and strategies based on user feedback.
Success Measurement: The role of the CSM is measured on both qualitative and quantitative data, including but not limited to, Revenue Churn sub 2%, Net Revenue Retention of 100%+, and AI upsell and expansion.
Who You Are:12 months experience in an Account Management or Customer Success Manager role.12 months experience in SaaS.Curiosity, coachability, and efficiency.Excellent written and oral communication skills. Attention to detail, organization, and process-focus.Growth mindset. Act quickly, learn, reflect, and try again.Positive and motivated attitudes.
30 days: Become a master of the Hatch software suite.Learn the customer and industry through training and team shadowin.Take your first few accounts!90 days: Manage a full book of customer accounts (up to 150 accounts).Grow to expert level understanding of the product.Begin exploring and finding new use cases for your customers.180 days:Be considered an industry expert.Help to identify upgrade opportunities (not a sales role).Turn customers into raving fans.
The Hatch CSM role is an in person opportunity located in Richmond, VA with potential for hybrid in office/remote structure.
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This position is located in Richmond, VA with potential relocation and sponsorship assistance depending on candidate qualifications.
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