Director, Client Success

🕒 Junho 25

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Fetch 📦

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2016

📦 Logística

💼 Consultoria

🏨 Hospitalidade

Logistics • Consulting • Hospitality

A Fetch 📦 fornece comodidades para moradores de comunidades multifamiliares, oferecendo gestão de pacotes (recebimento fora do local e entrega na porta), coleta noturna de lixo, mercados totalmente abastecidos no local e armazenamento fora do local sob demanda com retirada e entrega. A Fetch faz parceria com proprietários, gestores e desenvolvedores para reduzir a carga de trabalho da equipe, melhorar a experiência dos moradores e gerar novas fontes de receita em centenas de comunidades de apartamentos em todo o país.

Descrição

• 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. • 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. • Own the team’s overall retention, renewal, and net revenue retention (NRR) numbers. • 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. • 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. • Partner with Sales leadership on expansion strategy so upsell and cross-sell opportunities identified by CSMs convert cleanly into closed revenue. • Report on team- and portfolio-level KPIs including 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. • 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.

🎯 Requisitos

• 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. • A demonstrated history of developing individual contributors—through 1:1s, skill-building, and performance feedback—not just managing a number. • 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. • Comfortable working with retention, NRR, and churn metrics, and able to translate data into specific coaching priorities and process changes. • Excellent verbal and written communication, with the ability to influence executive stakeholders both inside and outside the company. • A track record of partnering effectively with Sales, Support, Product, and Operations leaders to drive initiatives that span multiple teams. • Proficiency with CRM software (preferably Salesforce) and related enablement infrastructure used to track team and account performance. • Proven ability to thrive in a fast-paced, scaling environment and manage multiple priorities across the team and the business.

🏖️ Benefícios

• 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