Remote Scaled Success Manager - SMB Growth

Socket.dev; United States; Remote; USD 81,000 - 99,000; Full time

Benefits offered by this job

Base salary and incentives

Health benefits

Paid time off

401(k)

Remote work

Job summary

Hatch is seeking an early member of its Scaled Customer Success team to own onboarding and activation for SMB customers across the United States. You will shape what scalable onboarding looks like, help customers activate quickly, and build systems that let us grow while maintaining quality.

In this high-velocity role, you will manage a high-volume portfolio (100+ accounts), track metrics like NRR, and use HubSpot and automation tools to drive value.

Qualifications

• 3+ years of experience in Customer Success, Sales, or Product Operations in a B2B environment.
• Experience supporting high-volume portfolios through digital-first, scaled CS 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.

Responsibilities

• 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.

Job description

Hatch is seeking an early member of its Scaled Customer Success team to own onboarding and activation for SMB customers across the United States. You will shape what scalable onboarding looks like, help customers activate quickly, and build systems that let us grow while maintaining quality.

In this high-velocity role, you will manage a high-volume portfolio (100+ accounts), track metrics like NRR, and use HubSpot and automation tools to drive value.