fetchpackage - Director, Client Success
Requirements
• 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!
Responsibilities
• 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.
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