Client Success Manager

As a Client Success Manager (CSM) at Fetch, you’ll play a key role in growing and strengthening our most important client relationships—not just at the site level, but across entire ownership groups and management companies. This is a strategic, account-focused role built for a consultative partner who can think beyond individual communities and drive long-term value at scale.

Your focus is on building trust across the account—connecting with decision-makers, surfacing business insights through strategic business reviews, and becoming the go-to partner they rely on to help solve operational challenges and elevate resident experience.

Rather than managing isolated check-ins, you’ll work to influence portfolio-level outcomes by identifying champions, navigating organizational structures, and proactively positioning Fetch for land-and-expand success. Your ability to build account-level reputation will open doors for deeper adoption, internal referrals, and scalable impact.

What You'll Do:

• Strategic Account Management: Regularly engage communities and ownership-group leadership to gauge sentiment, surface emerging needs, and keep the account aligned to a documented success plan.
• Client Health Scoring & CRM Data Integrity: Score customer health against established guidelines to proactively flag risk and surface growth opportunities, and keep the CRM the trusted source of truth—accurate health scores, account notes, and interaction history that the broader team can rely on.
• Issue Mitigation: Identify and mitigate recurring issues experienced by clients. To do this, you will have direct access to all communication channels needed to ensure problem areas are identified and triaged to the proper parties for resolution. Equally important is ensuring the customer is updated along the journey so that they can know that the matter is being handled by the proper channels.
• Multi-Threaded Account Growth: Build relationships beyond day-to-day site contacts by identifying and nurturing champions and engaging executive decision-makers across the ownership group, so adoption is resilient to any single point of contact turning over and upsell or cross-sell paths stay open.
• Customer Advocacy: Act as the voice of the customer—gathering feedback and partnering with Product, Support, and Marketing to shape the roadmap and communication strategy, not just logging concerns after the fact.
• Retention Ownership: Own retention and net revenue retention (NRR) targets for your book of business. You’ll have authority to act on churn risk, take a consultative approach to resolving client concerns, and partner with Sales on account-planning to identify upsell and expansion opportunities.
• Cross-Functional Collaboration: Work closely with Sales on expansion strategy and with Support and Operations to ensure a seamless client experience and effective issue resolution.
• Business Reviews & Reporting: Lead strategic business reviews that report on ROI and account health, and provide regular reporting on satisfaction levels and identified opportunities for growth or improvement.

What You'll Need:

• Experience: 4+ years of experience in customer success or account management, ideally with B2B SaaS. Multifamily or proptech experience is strongly preferred.
• Industry Knowledge: Familiarity with multifamily operations and the broader proptech landscape, including how property management companies evaluate and adopt vendor solutions.
• Communication Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with clients.
• Problem-Solving: Strong problem-solving skills and the ability to think critically and strategically about client needs.
• Customer-Focused: A passion for helping clients succeed and a commitment to delivering exceptional service.
• Organizational Skills: Ability to manage multiple clients and priorities simultaneously while maintaining a high level of detail.
• Tech-Enabled: Experienced in leveraging customer relationship management (CRM) software, preferably Salesforce, engagement platforms (i.e.: Gong), and productivity software such as the Google G Suite.
• Metrics-Driven: Comfortable owning and being measured against retention, NRR, and account-health benchmarks, with a track record of hitting targets.
• Agility: Proven ability to pivot and take on new challenges or initiatives when they present themselves. 

What We'll Deliver On:

We’ve got you covered with health, dental, and vision benefits
We want to keep time on your side, so we offer a 401k plan for employees
Comprehensive compensation as well as a benefits package
Just like we value hard work, we also value a great work-life balance with unlimited PTO
Paid Holidays
Variety of voluntary benefits, such as short-term disability and life insurance