As the leader of Client Success at Fetch, you’ll lead a cross-functional team of Client Success Manager (CSM), Support, and Implementation resources who own our most important client relationships across the multifamily industry. This is a people-leadership role: you’ll spend the majority of your time developing team members into stronger consultative partners, while also building the structures, processes, and metrics that turn good individual account work into a predictable, scalable retention engine. You’ll be measured on the health and growth of your team as much as the health and growth of the book of business they manage. If you get energy from coaching people to do their best work, and you think in systems and playbooks rather than one-off fixes, this role is built for you.
What you’ll do:
- Coaching & Development: Run a consistent coaching cadence—1:1s, call and account reviews, ride-alongs on key business reviews—that builds each CSM’s skill set in executive engagement and account planning. You will own the growth plan for every person on the team.
- Process & Structure: Design and continuously improve the operating system the team runs on including (but not limited to) account segmentation, health-scoring methodology, escalation paths, and business-review cadences—so consistent execution doesn’t depend on any one person’s instincts.
- Retention & Renewal Ownership: Own the team’s overall retention, renewal, and net revenue retention (NRR) numbers. Individual CSMs own the renewal process for their assigned accounts; you translate company-level renewal and NRR targets into account assignments, capacity plans, and individual targets for each CSM, and you’re accountable for the aggregate number across the book.
- Churn Prevention Playbook: Build and maintain a churn-prevention framework—early warning triggers off health scores, a defined save-play process, and clear criteria for when and how to escalate cross-functionally with Sales, Support, Product, and Operations.
- Talent & Team Building: Hire, ramp, and performance-manage CSMs. Build a clear career path and onboarding curriculum for the role so new hires reach full productivity faster and the team has a real path for growth.
- Sales Partnership: Partner with Sales leadership on expansion strategy so upsell and cross-sell opportunities identified by CSMs convert cleanly into closed revenue, with clear handoffs and shared account plans.
- Reporting & Insight: Report on team- and portfolio-level KPIs which includes (but is not limited to) retention, NRR, health-score distribution, business-review cadence—to executive leadership, and use that data to identify where the team or the process needs to improve.
- Voice of the Customer: Be the go to executive-level advocate for clients internally, surfacing patterns from the team’s accounts to influence Product, Marketing, and Operations decisions that remove friction for clients and for the CSM team.
What you’ll need:
- Experience: 7+ years in client success or account management, with at least 3+ years directly managing and coaching a team of CSMs or account managers, ideally in B2B SaaS, services or proptech/multifamily.
- Coaching Track Record: A demonstrated history of developing individual contributors—through 1:1s, skill-building, and performance feedback—not just managing a number.
- Process Builder: Experience designing or significantly improving client health-scoring, account segmentation, or retention/churn programs from the ground up, not just operating within an existing one.
- Analytical Fluency: Comfortable working with retention, NRR, and churn metrics, and able to translate data into specific coaching priorities and process changes.
- Communication Skills: Excellent verbal and written communication, with the ability to influence executive stakeholders both inside and outside the company.
- Cross-Functional Influence: A track record of partnering effectively with Sales, Support, Product, and Operations leaders to drive initiatives that span multiple teams.
- Tech-Enabled: Proficiency with CRM software (preferably Salesforce) and related enablement infrastructure used to track team and account performance.
- Agility: Proven ability to thrive in a fast-paced, scaling environment and manage multiple priorities across the team and the business.
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
At Fetch, we are always looking for awesome people to join our growing team. If you think you’re the right fit for this position, apply today. We’d love to hear from you!
Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status or any other characteristics protected by law.
Skills Required
- 7+ years in client success or account management
- 3+ years directly managing and coaching a team of CSMs or account managers
- Demonstrated history of developing individual contributors through 1:1s, skill-building, and performance feedback
- Experience designing or significantly improving client health-scoring, account segmentation, or retention/churn programs
- Comfortable working with retention, net revenue retention (NRR), and churn metrics and translating data into coaching priorities
- Excellent verbal and written communication with ability to influence executive stakeholders
- Track record partnering effectively with Sales, Support, Product, and Operations leaders
- Proficiency with CRM software (preferably Salesforce)
- Proven ability to thrive in a fast-paced, scaling environment and manage multiple priorities
What We Do
Fetch is a last-mile package delivery platform for apartment communities. We solve the package problem for property managers while adding a convenient amenity for residents.
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