Director, Client Success

Responsibilities

• Lead a cross-functional team of Client Success Managers, Support, and Implementation resources
• Run a consistent coaching cadence including 1:1s, call reviews, and account reviews
• Design and improve operating systems including account segmentation and health-scoring methodology
• Own overall retention, renewal, and net revenue retention (NRR) numbers
• Build and maintain a churn-prevention framework and escalation paths
• Hire, ramp, and performance-manage CSMs while building clear career paths
• Partner with Sales leadership on expansion, upsell, and cross-sell strategies
• Report on team and portfolio-level KPIs to executive leadership
• Act as an executive-level advocate for clients to influence Product, Marketing, and Operations

Requirements

• 7+ years in client success or account management
• 3+ years directly managing and coaching a team of CSMs or account managers
• Experience in B2B SaaS, services, or proptech/multifamily preferred
• Proven track record of developing individual contributors
• Experience designing client health-scoring or retention programs
• Analytical fluency with retention, NRR, and churn metrics
• Proficiency with CRM software, preferably Salesforce
• Strong cross-functional influence and communication skills

Benefits

• Health, dental, and vision benefits
• 401k plan
• Unlimited PTO
• Paid Holidays
• Short-term disability and life insurance
• Company provided equipment

About the Company

Fetch is a growing team focused on serving the multifamily industry through innovative client success and management solutions.