Teams at Fetch Package

Lead and develop a cross-functional Client Success organization, build scalable processes (health scoring, segmentation, churn prevention), own retention/NRR targets, partner with Sales and Product, hire and coach CSMs, and report portfolio insights to executive leadership to improve client outcomes.

Manage and grow relationships with national multifamily customers, coordinate internal teams to resolve issues, expand partnerships, provide account updates, and support proposals and presentations while tracking market trends.

Handle client escalations across phone, email, and chat; investigate issues, coordinate with teams and partners, provide timely status updates, escalate complex problems, and suggest process improvements to increase client satisfaction.