Director, Client Success

🕒 June 25

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Fetch 📦

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

📦 Logistics

💼 Consulting

🏨 Hospitality

Logistics • Consulting • Hospitality

Fetch 📦 is a provider of resident amenities for multifamily communities, offering package management (offsite receipt and doorstep delivery), nightly valet trash collection, fully stocked on-site markets, and on-demand offsite storage with pickup and delivery. Fetch partners with property owners, managers, and developers to reduce staff workload, improve resident experience, and generate new revenue streams across hundreds of apartment communities nationwide.

📋 Description

• 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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