Client Success Manager

Role overview

As a Client Success Manager at Fetch, you will own and deepen strategic relationships across key client accounts, including both individual communities and larger ownership groups or management companies. This position is built for a consultative relationship leader who can drive long-term value across a portfolio, not just at a single site level.

Your main mission is to build credibility throughout the account, work closely with decision-makers, uncover insights through structured business reviews, and become the trusted partner clients turn to when operational challenges arise and resident experience needs to improve.

Instead of handling isolated touchpoints, you will focus on portfolio-wide impact by identifying internal champions, understanding organizational structures, and proactively setting up Fetch for broader adoption and expansion. Success in this role depends on earning account-level trust that leads to deeper use of the product, internal referrals, and scalable growth.

Responsibilities

• Maintain strategic engagement with communities and ownership leadership to monitor sentiment, identify changing needs, and keep each account aligned with its documented success plan.
• Evaluate customer health using established standards, flag risks early, surface expansion opportunities, and ensure the CRM remains an accurate source of truth with reliable notes, health ratings, and interaction history.
• Spot recurring client issues, coordinate across available communication channels, route concerns to the right teams for resolution, and keep customers informed throughout the process.
• Develop relationships beyond the primary site contact by nurturing champions and engaging executive stakeholders so adoption is not dependent on a single contact and growth opportunities remain open.
• Represent the customer internally by collecting feedback and partnering with Product, Support, and Marketing to improve the roadmap and shape communication strategy.
• Own retention and net revenue retention goals for your portfolio, respond to churn risk with a consultative approach, and work with Sales on account planning for upsell and expansion.
• Collaborate closely with Sales, Support, and Operations to create a smooth customer experience and resolve issues effectively.
• Run strategic business reviews that demonstrate ROI, summarize account health, and highlight opportunities for improvement or growth.

Requirements

• At least 4 years of experience in customer success or account management, with B2B SaaS experience preferred; background in multifamily or proptech is strongly valued.
• Working knowledge of multifamily operations and the proptech ecosystem, including how property management companies assess and adopt vendor solutions.
• Strong verbal and written communication skills, with the ability to build lasting client relationships.
• Sharp problem-solving ability and a strategic mindset when addressing client needs.
• A genuine customer-first approach and commitment to delivering excellent service.
• Strong organization and multitasking skills, with attention to detail while managing several clients and priorities.
• Comfort using CRM and productivity tools such as Salesforce, Gong, and Google Workspace.
• Confidence owning retention, net revenue retention, and account health metrics, with a history of meeting targets.
• Ability to adapt quickly and take on new initiatives or changing priorities as needed.

Benefits

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

Equal opportunity and hiring notice

Fetch is an equal opportunity employer and considers all applicants without discrimination based on race, religion, national origin, age, sex, marital status, disability, gender identity or expression, sexual orientation, veteran status, or any other legally protected characteristic.

The company may use artificial intelligence tools to support parts of the hiring process, including application review, resume analysis, and the evaluation of responses or verification signals. These tools assist the recruitment team but do not replace human judgment, and final hiring decisions are made by people. Applicants who want more information about how their data is processed can contact the company directly.