Hatch
At Hatch, we’re rethinking how service businesses communicate with customers in the age of AI. We believe AI isn’t just the next big wave — it’s the new foundation for how businesses win, retain, 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 designed to help businesses increase conversion and retention while reducing overhead. Our platform combines AI voice, SMS, and email agents with intelligent automation and deep CRM integrations — ensuring every lead gets a fast response, every follow-up actually happens, and no opportunity slips through the cracks. Thousands of service businesses — from single-location shops to multi-brand enterprises — have driven over $5.1B in revenue with Hatch.
Founded in Richmond, VA and backed by NextView Ventures, Ludlow, and Dragon, Hatch is now a Yelp company. In January 2026, Yelp acquired Hatch for $270M, bringing together Yelp’s scale and trusted brand with Hatch’s AI platform to accelerate what we can build — and how fast we can grow. Hatch continues to operate independently, with the same team, product roadmap, and mission. The people we hire now will define our long-term trajectory.
Scaled Customer Success owns the onboarding, activation, and growth of Hatch’s self-service customers. We’re making a major investment in this segment, grounded in the belief that there is significant untapped revenue potential across our scaled accounts — and we’re building the motion to unlock it.
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 looks like for scaled implementation, drive activation quickly, and help build the systems and processes that enable us to grow efficiently without sacrificing quality.
Become a product expert across Hatch’s full suite — AI agents, campaigns, CRM integrations, bot configuration, and compliance — and that expertise to deliver fast, high-quality onboarding at scale
Own a high-volume book of SMB accounts, ensuring customers are activated quickly and seeing measurable revenue impact early
Operate with strong prioritization across onboarding, follow-ups, and proactive outreach in a high-velocity environment
Partner closely with Product to surface customer feedback, identify trends, and influence what we build next
Identify opportunities to streamline, automate, and scale onboarding processes to increase efficiency without compromising the customer experience
Maintain and elevate an industry-leading customer satisfaction standard
Contribute to building the foundation of Hatch’s scaled Customer Success motion during a pivotal stage of growth
3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment
Experience supporting high-volume portfolios using digital-first, scaled Customer Success models
Strong project and time management skills — you can manage a high volume of work without dropping the ball
Strong communicator who can effectively guide customers across email, chat, office hours, and escalation calls
Data-driven mindset with the ability to monitor engagement metrics, SLA adherence, and account health signals
Excellent written and verbal communication skills
A high sense of ownership and a drive to continuously improve and grow
Proven track record of consistently hitting or exceeding KPIs
Experience managing a high-volume book of business (100+ accounts)
Ability to anticipate customer needs and proactively position the right solutions
Comfortable working with modern SaaS tools such as HubSpot, Pylon, Arrows, and workflow/automation platforms
Ability to balance strategic thinking with operational execution in a fast-moving, ambiguous environment
Team-first attitude — highly collaborative and open to continuous process improvement
Experience in home services, home improvement, or other high-consideration verticals
Familiarity with CRM platforms such as ServiceTitan, Salesforce, or HubSpot
Experience with conversational AI, marketing automation, or sales technology
Background in a high-growth or early-stage startup environment
Effective your first day: Full medical, vision, and dental
15 days PTO (accrual begins on date of hire and increases with 2+ years of tenure thereafter), 12 paid holidays, plus one floating holiday
Monthly wellness subsidy
Work from home reimbursement
Flexible spending account
401(k) retirement savings plan
Employee stock purchase plan
You may also be offered a bonus and benefits.
