Hybrid Director of Account Management, Enterprise

at Hatch

• Job title: Director of Account Management, Enterprise
• Job type: Full Time
• Experience level: Lead
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, New York City, United States

About the role

• Director of Customer Success managing strategy and execution for complex enterprise customers. Leading a high-performing team and driving technical excellence in project management.

Responsibilities

• Lead the strategy, team, and execution for our largest and most complex customers primarily PE-backed groups managing multiple portfolio brands.
• Establish structure and consistency across accounts, ensuring our team can manage concurrent projects, technical integrations, and executive relationships effectively.
• Build and execute detailed onboarding and ongoing success playbooks to guide consistent execution across complex deployments.
• Develop processes to manage multiple projects per customer, ensuring ownership, timelines, and communication are clear.
• Serve as the senior point of contact for key enterprise relationships, traveling to top customers for strategic meetings and project oversight (approx. 25% travel).
• Lead, coach, and grow a team of Enterprise CSMs who manage high-value, technically complex accounts.
• Partner with Sales to support executive alignment, QBRs, and expansion planning.
• Serve as the technical and project management backbone for all enterprise deployments.
• Use Zapier extensively to build automations and workflows that sync data between systems, deploy webhooks, and pass JSON payloads between customer CRMs, marketing tools, and Hatch.
• Ensure all technical workflows and onboarding processes are fully documented, repeatable, and scalable across enterprise accounts.

Requirements

• 8–12 years of experience in Customer Success or related client-facing roles
• Proven track record leading teams that manage large, complex, multi-brand customers ideally in PE-backed or multi-entity environments
• Hands-on technical experience deploying Zapier automations, webhooks, and API integrations
• Strong background in enterprise project management, from planning to execution
• Experience building and executing structured onboarding and success playbooks for enterprise accounts
• Excellent communication and executive presence; able to manage C-suite relationships with confidence
• Demonstrated success hiring, developing, and retaining high-performing enterprise CSMs.

Benefits

• Health insurance
• Paid time off
• Flexible work arrangements
• Professional development opportunities