Customer Success
Waterloo, ON
All Products
Who are we?
Hatch is a technology company building tools that help people navigate critical moments in their careers.
We work with nonprofit employment service providers, workforce organizations, and partners who support job seekers facing real barriers. These teams operate at scale, under pressure, and with high expectations around outcomes, reporting, and trust.
Our platform combines thoughtful product design with specialized AI to make career support more accessible, effective, and measurable. We focus on building systems that are reliable, secure, and practical for real world use, not experimental tools that break under load.
About the product you will work on
Hatch is an AI powered career and employment platform used by nonprofit agencies, outplacement firms, and workforce programs.
It helps teams scale resume support, interview preparation, and progress tracking without sacrificing quality or human connection. It also gives leadership clear, funder ready visibility into candidate outcomes. This role is about making sure every new partner launches smoothly, adopts the platform successfully, and sees value quickly.
Why this role?
The work we do at Hatch sits at the intersection of technology and community impact.
Our platform is used by nonprofit employment service providers and workforce organizations that support people navigating some of the most important transitions in their lives. These teams operate under real pressure. Outcomes matter. Reporting matters. Trust matters.
That means the work we do has consequences beyond feature launches or quarterly targets. When Hatch works well, agencies can spend less time on busywork and more time helping people prepare for meaningful employment. When it does not, real people feel the impact.
At Hatch, every role contributes to that outcome. Whether you are building product, closing partnerships, managing finances, or improving internal systems, your work supports organizations doing high impact work at scale.
We value thoughtful execution, clear ownership, and practical decision making. We build for reliability, transparency, and real world use, not experimentation for its own sake.
If you want your work to matter, to be used, and to hold up under real conditions, this is the kind of environment you will thrive in.
In this role, you will:
Own the end to end onboarding and implementation experience for new nonprofit and agency partners
Lead kickoff calls, understand partner workflows, and configure Hatch to fit their programs
Guide customers through setup, training, and rollout so teams are productive within days, not months
Work closely with Customer Success, Product, and Engineering to resolve issues and improve the onboarding experience
Identify friction, gaps, or recurring questions and feed that insight back into product and documentation
Support data setup, permissions, reporting views, and basic integrations where needed
Act as a trusted technical and operational point of contact during the early customer lifecycle
You may be a good fit if:
You enjoy working directly with customers and solving practical problems
You have experience onboarding or implementing SaaS products for B2B or nonprofit customers
You can explain technical concepts clearly to non technical users
You are organized, detail oriented, and comfortable owning multiple implementations at once
You are calm under pressure and good at prioritizing when timelines are tight
Experience with nonprofit organizations, workforce programs, or government funded services is a strong plus
What you will get:
🌍 A chance to work on a product with real social impact that helps people access meaningful employment
🤝 Direct exposure to customers, product decisions, and company leadership
🧠 A collaborative, low ego team that values clear thinking, ownership, and execution
💰 Competitive compensation with a base salary range of $95,000 to $125,000 CAD, depending on location and experience
🏡 Hybrid friendly work environment with flexibility built in (Waterloo office)
How to apply:
Equal Opportunity Statement
Hatch is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.
We consider all qualified applicants without regard to race, color, religion, sex, gender identity or expression, sexual orientation, age, national origin, disability, veteran status, or any other protected characteristic under applicable laws in Canada and the United States.
If you require accommodations during any stage of the recruitment process, please let us know.