Director, Client Success

1 hour, 9 minutes ago
Full-time
Executive
Customer and Technical Support
Fetch Package

Fetch Package

Fetch Package is a last-mile package delivery platform for multifamily apartments, solving package management for property managers and providing a convenient amenity for residents.

Air Freight & Logistics
251-1K
Founded 2016
$100M raised

Description

  • Coach and develop Client Success Managers through regular 1:1s, call reviews, account reviews, and ride-alongs.
  • Own each team member’s growth plan and help them build executive engagement and account planning skills.
  • Design and continuously improve the team operating system, including account segmentation, health scoring, escalation paths, and business-review cadences.
  • Own team-level retention, renewal, and net revenue retention performance across the book of business.
  • Translate company renewal and NRR goals into account assignments, capacity plans, and individual targets for the team.
  • Build and maintain a churn-prevention framework with early warning triggers, save plays, and cross-functional escalation criteria.
  • Hire, ramp, and performance-manage Client Success Managers.
  • Create a clear career path and onboarding curriculum to accelerate new hire productivity and team growth.
  • Partner with Sales leadership on expansion strategy and ensure clean handoffs for upsell and cross-sell opportunities.
  • Report team and portfolio KPIs to executive leadership and use the data to identify areas for improvement.
  • Serve as the executive-level voice of the customer internally and surface client trends to Product, Marketing, and Operations.

Requirements

  • 7+ years of experience in client success or account management.
  • 3+ years of direct experience managing and coaching a team of CSMs or account managers.
  • Experience in B2B SaaS, services, or proptech/multifamily is preferred.
  • Demonstrated track record of developing individual contributors through coaching, skill-building, and performance feedback.
  • Experience designing or significantly improving client health scoring, account segmentation, or retention and churn programs.
  • Comfort working with retention, NRR, and churn metrics and translating data into coaching and process changes.
  • Excellent verbal and written communication skills with the ability to influence executive stakeholders.
  • Proven ability to partner with Sales, Support, Product, and Operations leaders across functions.
  • Proficiency with CRM software, preferably Salesforce, and related enablement tools.
  • Ability to thrive in a fast-paced, scaling environment and manage multiple priorities.

Benefits

  • Comprehensive health, dental, and vision benefits.
  • 401(k) plan for employees.
  • Comprehensive compensation and benefits package.
  • Unlimited PTO for work-life balance.
  • Paid holidays.
  • Voluntary benefits such as short-term disability and life insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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