Director, Client Success

# Our Opportunity: As the leader of Client Success at Fetch, you’ll lead a cross-functional team of Client Success Manager (CSM), Support, and Implementation resources who own our most important client relationships across the multifamily industry. This is a people-leadership role: you’ll spend the majority of your time developing team members into stronger consultative partners, while also building the structures, processes, and metrics that turn good individual account work into a predictable, scalable retention engine. You’ll be measured on the health and growth of your team as much as the health and growth of the book of business they manage. If you get energy from coaching people to do their best work, and you think in systems and playbooks rather than one-off fixes, this role is built for you. ### What you’ll do: - **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. ### What you’ll need: - **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 r…