Client Success Manager

About the role

Fetcherr is seeking a highly motivated and client-focused Client Success Manager to manage strategic relationships with key customers across multiple verticals. This individual will serve as the primary point of contact for assigned accounts, ensuring exceptional client satisfaction, commercial performance, and alignment between Fetcherr’s product suite and each client’s business objectives.

Responsibilities

• Serve as the day-to-day contact for strategic clients, managing relationships and ensuring high levels of satisfaction and engagement.
• Understand client needs and business goals, and translate them into actionable plans that align with Fetcherr’s capabilities.
• Proactively identify opportunities to drive additional value for the client through product adoption, feature utilization, and cross-sell initiatives.
• Support contract renewals and commercial discussions, working closely with internal stakeholders to deliver mutually beneficial outcomes.
• Coordinate with internal teams (Product, Program, Tech, Support, and Data Science) to ensure successful solution delivery and issue resolution.
• Monitor client performance metrics, analyze trends, and provide insights and recommendations for continuous improvement.
• Represent the client’s voice internally to influence product development and service enhancements.
• Willingness to travel for client meetings, QBRs, or industry events.

Requirements

• 10-12 years of experience in a client-facing commercial role, ideally involving customer success, account management, or strategic partnerships.
• Strong interpersonal and relationship management skills with the ability to interact confidently at multiple organizational levels.
• Excellent communication skills, both verbal and written, including the ability to present effectively to senior stakeholders.
• Analytical thinker with the ability to derive insights from data and drive strategic conversations.
• Self-starter with the ability to manage multiple priorities in a fast-paced, dynamic environment.
• Bachelor’s degree in Business, Economics, Aviation Management, or a related field. A Master’s degree is a plus.
• Experience in travel, mobility, logistics, marketplaces, or other demand-driven industries (advantage).
• Experience working with enterprise clients (advantage).

Benefits

• Competitive salary and performance-based incentives.
• A comprehensive benefits package, including professional development opportunities.
• The opportunity to work with cutting-edge AI technology across multiple industries.
• Flexible work options, including remote opportunities.
• A collaborative and inclusive workplace culture.

This role is based in Louisville, KY, with remote flexibility, and will work closely with global clients and internal teams.