Director, Client Success

Role overview

Fetch is seeking a Director of Client Success to lead a cross-functional organization made up of Client Success Managers, Support, and Implementation teammates. This team is responsible for some of the company’s most important relationships within the multifamily sector.

This is a leadership-heavy position centered on developing people. Most of your time will be spent helping team members become stronger advisory partners, while also creating the systems, workflows, and measurement framework that turn strong individual account management into a repeatable retention engine. Success in this role will be judged not only by the performance of the portfolio, but also by the growth and health of the team itself.

The ideal candidate enjoys coaching others, improving how teams operate, and building scalable playbooks rather than relying on one-off fixes.

Key responsibilities

• Establish a regular coaching rhythm through 1:1s, account and call reviews, and joint business-review sessions that strengthen each CSM’s executive communication and account-planning ability.
• Own the development plan for every member of the team.
• Create and refine the team operating model, including account segmentation, health scoring, escalation routes, and business-review timing, so execution is consistent regardless of who is handling the account.
• Take responsibility for the team’s retention, renewal, and net revenue retention outcomes.
• Translate company renewal and NRR goals into account coverage, capacity planning, and individual targets for the team.
• Build and maintain a churn-prevention approach with early-warning indicators, defined save motions, and clear escalation criteria across Sales, Support, Product, and Operations.
• Recruit, onboard, ramp, and manage performance for Client Success Managers.
• Design a career path and onboarding framework that helps new hires become productive faster and creates room for growth within the team.
• Work with Sales leadership on expansion strategy so upsell and cross-sell opportunities are handed off smoothly and converted into revenue.
• Share team-level and portfolio-level reporting with executive leadership, including retention, NRR, health-score trends, and business-review cadence.
• Use performance data to identify improvements needed in team execution or internal process.
• Act as the senior internal advocate for customers by surfacing recurring themes and friction points to Product, Marketing, and Operations.

What you need

• At least 7 years of experience in client success or account management, including 3 or more years directly leading and coaching a team of CSMs or account managers.
• A strong history of developing individual contributors through coaching, skill-building, and feedback.
• Experience building or materially improving health scoring, segmentation, or retention and churn programs from scratch.
• Comfort working with retention, NRR, and churn metrics and turning those numbers into coaching priorities and process changes.
• Strong verbal and written communication skills with the ability to influence senior stakeholders inside and outside the company.
• Proven ability to collaborate across Sales, Support, Product, and Operations on shared initiatives.
• Working knowledge of CRM platforms, ideally Salesforce, plus related tools used for team and account performance tracking.
• Ability to handle multiple priorities in a fast-moving, scaling environment.

Benefits

• Medical, dental, and vision coverage
• 401(k) plan for employees
• Competitive compensation and a benefits package
• Unlimited PTO to support work-life balance
• Paid holidays
• Optional benefits such as short-term disability and life insurance

Additional information

Fetch is an equal opportunity employer. All applicants are considered without discrimination based on race, religion, national origin, age, sex, marital status, disability, gender identity or expression, sexual orientation, veteran status, or any other protected characteristic under applicable law.

Applications are welcomed from qualified candidates who can thrive in a scaling environment and lead client success teams effectively.