Fetch 📦

Customer Success Manager

• Receive and document client escalations through various communication channels (phone, email, chat).
• Investigate and assess the nature and severity of each escalation.
• Collaborate with team members and relevant departments to gather necessary information to resolve the issue.
• Work closely with clients to understand their concerns and expectations in order to reach a resolution.
• Identify and implement appropriate solutions or escalate complex issues to higher-level support or management as needed.
• Ensure timely resolution of client escalations while maintaining a high level of professionalism and courtesy.
• Keep clients informed about the progress of their escalations and expected resolution timelines.
• Provide clear and concise updates, ensuring clients feel heard and valued throughout the process.
• Act as a point of contact for clients, answering questions and addressing additional inquiries.
• Proactively identify opportunities to improve client satisfaction and loyalty.
• Provide feedback and suggestions to the management team for process improvements and service enhancements.

Client Success Specialist

Client Partner

• 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.

Client Success Manager

• 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.

Client Success Specialist

Client Success Manager

Director, Client Success