CLIENT SUCCESS MANAGER

Our Opportunity:
As a Client Success Manager (CSM) at Fetch Package, you’ll play a key role in growing and strengthening our most important client relationships—not just at the site level, but across entire ownership groups and management companies. This is a strategic, account-focused role built for a consultative partner who can think beyond individual communities and drive long-term value at scale.
You’ll own the onboarding experience with excellence, setting the tone for a strong partnership and laying the groundwork for future growth. From there, your focus will shift to building trust across the account—connecting with decision-makers, surfacing business insights through strategic QBRs, and becoming the go-to partner they rely on to help solve operational challenges and elevate resident experience.
Rather than managing isolated check-ins, you’ll work to influence portfolio-level outcomes by identifying champions, navigating organizational structures, and proactively positioning Fetch for land-and-expand success. Your ability to build account-level reputation will open doors for deeper adoption, internal referrals, and scalable impact.

What you’ll do:

• Client Engagement: Regularly check in with communities to gauge their sentiment towards our services and ensure their needs are being met.
• Client Health Scoring: Work within the guidelines that have been put in place to ensure you’re properly scoring customers on their health to proactively address potential issues as well as identify growth opportunities.
• Issue Mitigation: 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 to the proper parties for resolution. Equally important is ensuring the customer is updated along the journey so that they can know that the matter is being handled by the proper channels.
• Champion Identification: Identify and nurture client champions who can advocate for Fetch Package within their communities and support upsell or cross-sale opportunities.
• Feedback Collection: Gather feedback from clients to continually improve our services and address any emerging concerns.
• Churn Mitigation: The person in this role will be given authority to make decisions on actions that we can take to help retain the maximum number of clients using our services. This person should take a consultative approach on how we partner with our customers to ensure we’re properly addressing their concerns and finding solutions that will ultimately lead them to staying as a partner.
• Collaboration: Work closely with sales, support, and operations teams to ensure a seamless client experience and effective issue resolution.
• Reporting: Provide regular reports on client health, satisfaction levels, and any identified opportunities for growth or improvement.

What you’ll need:

• Experience: 4+ years of experience in customer success, account management, or a related field. Multifamily experience is preferred but not required.
• Communication Skills: Excellent verbal and written communication skills, with the ability to build strong relationships with clients.
• Problem-Solving: Strong problem-solving skills and the ability to think critically and strategically about client needs.
• Customer-Focused: A passion for helping clients succeed and a commitment to delivering exceptional service.
• Organizational Skills: Ability to manage multiple clients and priorities simultaneously while maintaining a high level of detail.
• Tech-Enabled: Experienced in leveraging customer relationship management (CRM) software, preferably Salesforce, in tandem with other relevant tools such as engagement platforms (i.e.: Gong) & productivity software such as the Google G Suite.
• Agility: Proven ability to pivot and take on new challenges or initiatives when they present themselves. Previous experience in fast paced startup environments is preferred but not required.

What we’ll deliver on:

• Comprehensive compensation package
• 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
• Just like we value hard work, we also value a great work-life balance with unlimited PTO

• Paid HolidaysVariety of voluntary benefits, such as short-term disability and life insurance

• At Fetch, we are always looking for awesome people to join our growing team. If you think you’re the right fit for this position, apply today. We’d love to hear from you!
  Fetch is an equal opportunity employer, all applicants will be considered without discrimination on the basis of race, religion, national origin, age, sex, marital status, disabilities, gender identity or expression, sexual orientation, veteran status, or any other characteristics protected by law.
  About Fetch Package
  Fetch is a last-mile off-site package delivery platform for apartment communities. We solve the package problem for property managers while adding a convenient amenity for residents.
  Getting a package—whether it’s a meal plan, a hot pair of shoes, or a new couch is fun. We aim to keep it that way, because delivery happiness shouldn’t end with a lost package, a moldy perishable, or a box teasing you from inside a locked leasing office.
  So we designed a solution that removes the package burden from property managers and gives residents a delivery experience worthy of their excitement. That is, we allow property managers to focus on their core business (not package delivery), and bring every package safely to its owner’s waiting hands.

• Client Engagement: Regularly check in with communities to gauge their sentiment towards our services and ensure their needs are being met.
• Client Health Scoring: Work within the guidelines that have been put in place to ensure you’re properly scoring customers on their health to proactively address potential issues as well as identify growth opportunities.
• Issue Mitigation: 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 to the proper parties for resolution. Equally important is ensuring the customer is updated along the journey so that they can know that the matter is being handled by the proper channels.
• Champion Identification: Identify and nurture client champions who can advocate for Fetch Package within their communities and support upsell or cross-sale opportunities.
• Feedback Collection: Gather feedback from clients to continually improve our services and address any emerging concerns.
• Churn Mitigation: The person in this role will be given authority to make decisions on actions that we can take to help retain the maximum number of clients using our services. This person should take a consultative approach on how we partner with our customers to ensure we’re properly addressing their concerns and finding solutions that will ultimately lead them to staying as a partner.
• Collaboration: Work closely with sales, support, and operations teams to ensure a seamless client experience and effective issue resolution.
• Reporting: Provide regular reports on client health, satisfaction levels, and any identified opportunities for growth or improvement