Client Success Manager

Fetch 📦

Client Success Manager at Fetch strengthening client relationships and driving value for B2B SaaS. Engaging with ownership groups and management companies to elevate resident experience.

Posted 6/29/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $70,000 - $80,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

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

Account ManagementCustomer Health ScoringProblem-SolvingStrategic ThinkingClient Relationship Building

Soft Skills

Excellent Communication SkillsDetail-OrientedAdaptability