Head of Customer Success

Fetch Fulfillment is a quickly-growing e-commerce-focused 3PL warehouse. The company was established in 2010 as Fusion Fulfillment and grew as a mom-and-pop until 2023, when it was acquired by the CEO and his group of investors with the goal of scaling into a nationally recognized platform.

Currently, Fetch counts 65 brands as customers. We ship 1,000 packages per day for these brands out of a single 18K SF facility in Lakewood NJ.

Fetch is seeing 5-10% month-over-month growth, driven by our reputation for unbeatable operating performance alongside some of the best tech in the industry. Other 3PLs are now licensing Fetch’s tech stack, leading to even faster growth for the company.

Given our growth, we now need a strong leader to continue scaling our customer success function and take over as the face of Fetch Fulfillment to our customers.

As this is a critical role for the company’s success, it will report directly into the CEO. 

1. $70K base salary
2. $26K annual bonus, paid weekly based on metrics: first-response time < 8 business hours, time-to-resolution < 16 business hours, NPS > 90
3. 401K with 6%  company match, vesting immediately

1. Take over the customer success department.
2. Develop a strong relationship with and understand the business of each customer, from their frontline staff up to their CEOs.
3. Build a strong relationship with warehouse management and establish structure for daily communications of customer needs.
4. Become an expert on the company's customer-facing tech systems, to the point where you can train new customers and CS staff on this system.
5. Onboard new customers: set correct expectations, communicate changes in scope vs original sales agreement, train customer’s staff, and drive any needed changes with warehouse management.
6. Build out self-help docs and tools for customers.
7. Drive continuous improvement in CS by regularly deploying new tools and processes that help our customers and warehouse management get what they need from each other.
8. Solve problems with customers and warehouse management by understanding the root causes of each issue, then creating plans to solve issues.
9. Hold the CS department, sales team, and warehouse management accountable to solve any persistent customer-facing issues via weekly team meetings.

1. Bachelor's degree or equivalent.
2. 7 years of experience in customer-facing roles with 3 years in leadership positions across Customer Service, Account Management, or Sales.
3. Demonstrated track record of continuously improving a company department.
4. Superb organizational and time management skills.
5. Strong written and verbal communication abilities.
6. Ability to handle multiple tasks and prioritize effectively.
7. Attention to detail and accuracy in all aspects of work.
8. Fluent with technology, with willingness to learn new technical systems and explain them to customers.
9. Willingness to roll up sleeves and personally ship an urgent order when needed.