Client Success Manager

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Fetch 📦

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

🏠 Real Estate

🤝 B2B

👥 B2C

Real Estate • B2B • B2C

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

• Regularly engage communities and ownership-group leadership to gauge sentiment, surface emerging needs, and keep the account aligned to a documented success plan. • Score customer health against established guidelines to proactively flag risk and surface growth opportunities. • 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. • Build relationships beyond day-to-day site contacts by identifying and nurturing champions and engaging executive decision-makers across the ownership group. • Act as the voice of the customer—gathering feedback and partnering with Product, Support, and Marketing to shape the roadmap. • Own retention and net revenue retention (NRR) targets for your book of business. • Work closely with Sales on expansion strategy and with Support and Operations to ensure a seamless client experience. • 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.

🎯 Requirements

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

🏖️ 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