Director of Customer Success and Account Management

Director of Account Management & Customer Success

About the Role

As the Director of Account Management & Customer Success, you will report to the VP of Customer Success & Account Management and lead both the Account Management and Customer Success teams. Your mission is to drive customer retention, expansion, and satisfaction while ensuring our mid-market SaaS customers maximize the value of Hatch’s AI CSR product.

This role requires a strategic leader who can build scalable processes, develop high-performing teams, and foster long-term customer relationships. You will work closely with sales, marketing, and product teams to enhance the customer experience, drive revenue growth, and align customer success strategies with company objectives.

Key Responsibilities

• Team Leadership & Development – Lead, mentor, and scale the Account Management and Customer Success teams, ensuring alignment on retention, expansion, and customer satisfaction goals.

• Customer Retention & Growth – Own strategies to improve retention, reduce churn, and drive upsell/cross-sell opportunities within mid-market accounts ($20-50K ACV).

• Customer Lifecycle Management – Implement best practices for onboarding, adoption, engagement, and renewal to maximize customer lifetime value.

• Operational Excellence – Build and refine scalable processes for account management and customer success, leveraging HubSpot, Salesloft, and other customer engagement tools.

• Data-Driven Strategy – Analyze customer data and trends to proactively identify risk, expansion opportunities, and key success drivers.

• Cross-Functional Collaboration – Partner with Sales, Product, and Marketing to enhance the customer journey and provide actionable customer insights.

• Customer Advocacy – Develop programs that turn customers into brand advocates, driving referrals, testimonials, and case studies.

• Revenue & Performance Management – Own the forecasting and reporting of retention, expansion, and churn metrics, ensuring alignment with company objectives.

• Executive Stakeholder Engagement – Build and maintain strong relationships with key customer stakeholders, acting as a trusted advisor at the executive level.

Qualifications

• 5+ years of experience in Account Management, Customer Success, or Sales, with at least 2 years in a leadership role.

• Proven track record of managing and scaling Account Management and Customer Success teams in a SaaS environment.

• Experience managing mid-market SaaS accounts ($20-50K ACV) with a deep understanding of customer lifecycle management.

• Strong analytical skills, with the ability to leverage data to drive retention and expansion strategies.

• Excellent leadership and people management skills, with a passion for coaching and developing high-performing teams.

• Expertise in contract negotiations, renewals, and customer expansion strategies.

• Strong time management and organizational skills, with the ability to balance multiple priorities.

• Experience with HubSpot, Salesloft, and other customer engagement platforms.