Scaled Customer Success Specialist

About Hatch

At Hatch, we're rethinking how service businesses talk with their customers in the age of AI. We believe AI is becoming part of how businesses win, retain customers, and grow revenue. We’re investing in that future, and in the people bold enough to build it.

Hatch is an AI-powered customer communication platform that helps businesses increase conversion and retention while reducing overhead. Our AI voice, SMS, and email agents work with intelligent automation and deep CRM integrations, so every lead gets a fast response, every follow-up happens, and fewer opportunities slip through the cracks.

Recently acquired by Yelp, Hatch operates as a standalone product and is expanding our reach to help thousands more businesses unlock the revenue sitting in their lead pipeline. We've driven $5.1B in revenue for our customers - and we're just getting started.

About the role

Our Scaled Customer Success team owns onboarding, activation, and growth for Hatch's SMB customers. We're investing in this segment because there is meaningful revenue potential across our scaled accounts, and we're building a better way to serve them.

As an early member of the team, you’ll play a critical role in shaping how we deliver onboarding and value at scale. You'll define what great scaled implementation looks like, help customers activate quickly, and build systems and processes that let us grow without sacrificing quality.

What you'll do

• Build deep expertise across Hatch's full suite - including AI agents, campaigns, CRM integrations, bot configuration, and compliance - and use it to deliver fast, high-quality onboarding at scale.
• Own a high-volume book of SMB accounts, helping customers activate quickly and see measurable revenue impact early.
• Operate with strong prioritization across onboarding, follow-ups, and proactive outreach in a high-velocity environment.
• Find ways to streamline, automate, and scale onboarding so we can work more efficiently without compromising the customer experience.
• Maintain and build on Hatch's industry-leading customer satisfaction standard.
• Help build the foundation of Hatch's scaled Customer Success motion during a pivotal stage of growth.
• Keep account activity accurate and current in HubSpot and internal systems, tracking progress against metrics such as NRR and expansion contribution.
• Use platform data to build compelling, value-driven stories that support strategic recommendations.

What it takes to succeed

• 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment.
• Experience supporting high-volume portfolios through digital-first, scaled Customer Success models.
• Experience managing a high-volume book of business of 100 or more accounts.
• Strong project and time-management skills.
• Clear written and verbal communication skills, with the ability to guide customers through email, chat, office hours, and escalation calls.
• A data-driven approach and the ability to monitor engagement metrics, SLA adherence, and account health signals.
• A strong sense of ownership and a desire to keep improving and growing.
• A track record of consistently meeting or exceeding KPIs.
• The ability to anticipate customer needs and proactively position the right solutions.
• Comfort using modern SaaS tools such as HubSpot, Pylon, Arrows, and workflow or automation platforms.
• The ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment.
• A highly collaborative approach and openness to continuous process improvement.

Nice to have

• Experience in home services, home improvement, or another high-consideration vertical.
• Familiarity with CRM platforms such as ServiceTitan, Salesforce, or HubSpot.
• Experience with conversational AI, marketing automation, or sales technology.
• A background in a high-growth or early-stage startup environment.

What you'll get

• Compensation for this position is a base salary of $90,000 annually, plus performance-based incentives.
• Effective your first day: Full medical, vision, and dental.
• Mental health support and services via Modern Health.
• 15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday.
• Up to 14 weeks of parental leave.
• Monthly wellness subsidy.
• Flexible spending account.
• 401(k) retirement savings plan.
• Employee stock purchase plan.
• Professional development reimbursement.
• Work from home reimbursement.