Director, Client Success

Fetch 📦

Director of Client Success leading a team to manage key client relationships in the multifamily sector. Focus on coaching, process improvement, and retention strategies at Fetch.

Posted 6/25/2026full-timeRemote • 🇺🇸 United StatesLead💰 $140,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

client successaccount managementcoachinghealth-scoring methodologyaccount segmentationretention programschurn programsdata analysisKPI reportingperformance management

Soft Skills

executive engagementinfluencingcommunicationteam leadershipcollaborationproblem-solvingmentoringorganizational skillsadaptabilitystrategic thinking