Customer Success Manager

We’re looking for a customer-obsessed Customer Success Manager to join our fast growing team in Richmond, Virginia.

Who We Are

Hatch is a Y-Combinator (AirBnB, Zapier, Stripe, DoorDash) alumni start-up that is changing the game for high-consideration companies. We provide businesses a platform and tools to talk with customers, gain their trust and win their business.

We take hiring and onboarding seriously - our team is dedicated to helping you succeed. Check out our approach and process for employee onboarding in this blog to get an idea for what to expect.


The Opportunity

As a Customer Success Manager (CSM) at Hatch you will be the primary point of contact for all aspects of our clients’ needs post-sale. Your ongoing objective is to ensure client success, that Key Performance Indicators (KPIs) are met and client desired results are achieved; culminating in an increased client retention rate, active usage, and improved customer value.

As the primary point of contact for our clients, our CSMs understand that customer service is a key differentiator as to why our customers choose Hatch for their sales engagement needs. With that said, the majority of your efforts will be conducted via phone, webinar, and email.


What You'll Do

  • Own the post implementation relationship for our customers.

  • Maintain regular contact with customers, ensuring effective use of Hatch to their specific use case and processes.

  • Utilize a proactive mindset to identify new strategies and use cases for our customers to ensure a successful relationship with Hatch.

  • Measure user performance and hold regular reviews with our customers.

  • Work cross functionally with Marketing, Sales, and Product to formulate new features based on user feedback.


What to Expect

30 Days
30 Days
  • Become a master of the Hatch software suite.

  • Start learning the customer and industry through light customer support and assisting other CSMs.

  • Begin doing mock calls with others on the team.

  • Take your first few accounts!
90 Days
90 days
  • Have a full load of client accounts (up to 150 accounts)

  • Grow to expert level understanding of the product.

  • Begin exploring and finding new use cases for your clients.

  • Hit client KPIs and milestones.
    6 Months
    180 Days
    • Be considered an industry expert.

    • Begin assisting in new CSM trainings.

    • Help to identify upgrade opportunities (not a sales role).

    • Turn clients into raving fans.


      What You Bring to The Table

      • Bachelor’s degree.
      • 2+ years customer service.
      • Work experience for a software/technology solution provider.
      • Some knowledge of Home Services industry.
      • Experience owning client relationships and becoming a trusted advisor.
      • General experience using business web applications (, ZenDesk, etc).
      • Start-up grit - you aren’t easily knocked off track.
      • Speed - You hate moving slowly, in fact it irritates you.
      • Excellent written and oral communication skills.
      • Relationship management - The highest of EQ’s.
      • Extreme attention to detail, organized, and process-focused personality.
      • Patient, positive, and motivating attitude.

      Job Title: Customer Success Manager (CSM)
      Employment Type: Full Time Only (no contract or part time)
      Reporting Relationship: This position reports into the Manager of Customer Success.
      Location: Richmond, VA
      Travel: Little to none