Customer Success Manager

The Role

Fidelity Private Shares is looking for an engaging, driven individual to join our Go To Market organization as a Customer Success Manager. This role will be part of the team that builds and manages relationships with our clients. This role will have primary responsibility for client account management, and will also be responsible for driving adoption of the platform, ensuring customers are finding value and having an excellent customer experience.

Primary responsibilities include: 

• Develop a deep understanding of the FPS platform so you can guide clients through use of our workflows, reports, and data room.

• Build relationships with your customers, primarily working with company executives (CEOs, CFOs, General Counsels) at mid to late-stage companies

• Secure renewals and identify areas for upsell.

• Host regular check-in meetings with customers to ensure a positive experience and continued value throughout their subscription.

• Consulting with clients as they raise funding and hit other important milestones in their company lifecycle.

The Expertise and Skills You Bring:

• 3-5 years of experience in a customer success or account management role Familiarity working at a B2B SaaS company or similar startup environment

• Excellent communication and relationship management skills

• Customer obsessed and outcome-oriented

Note: Fidelity is not providing immigration sponsorship for this position

The Team 

Fidelity is a leader in the equity administration space.  We enable builders and operators from start-ups to fortune 500 companies to seamlessly manage their equity and empower their workforce through Fidelity’s robust financial wellness offerings. Our client services team is known for providing exceptional customer service. We are a small, collaborative team who thrive on teamwork, open communication, positivity, and going above and beyond in service of our customers.  

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate’s relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.   

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home.  These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career.  Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles. Please consult with your recruiter for the specific expectations for this position.