New Job Customer Success Manager, Private Market In Massachusetts

Job Description:

The Role

The Private Market group of Fidelity Stock Plan Services is looking for an engaging, driven individual to join our organization as a Customer Success Manager. This role will be part of the team that builds and manages relationships with our clients—by helping them through onboarding, getting to know their business goals and helping them achieve those goals using the Shoobx platform, and ensuring a smooth renewal process. While this role will have primary responsibility for client account management, you will also be responsible for responding to customer support requests, and you’ll have the opportunity to help support other initiatives our client service team undertakes.

Your primary responsibility in this role will be account management for seed to mid-stage companies. This will include:

• Getting to know company executives (CFOs, COOs, General Counsels) and their motivation for choosing the Shoobx platform through the onboarding process,

• Helping them see value in the Shoobx platform by accomplishing their goals,

• Maintaining relationships with these executives, providing any additional training and education about the platform that may be needed, and

• Securing each company's renewal on an annual basis.

Activities to support those efforts will include:

• Developing a deep understanding of the Shoobx platform so you can guide clients on use of our workflows, reports, and data room,

• Hosting regular check in meetings with company executives to ensure a positive experience with the Shoobx platform,

• Guiding clients through the onboarding process and their first actions on the platform, and

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

The Expertise and Skills You Bring

• We expect that successful candidates will have between 3-5 years of experience working in a customer success or account management role in a B2B SaaS company or startup environment, including working with executive contacts, securing renewals, and creating customer education and engagement plans.

• Our team members possess excellent communication and relationship management skills, passion for assisting clients to use the Shoobx platform successfully, and an eagerness to create Shoobx evangelists.

• We look for people who are curious, driven, engaging, and tech-savvy

The Team

Our customer success team is known among our competitors for providing great service and an easy onboarding process. We collaborate frequently with product and development teams and stay in close touch with our sales team as they bring in new clients. While we have “branches” of support and customer success, we are a small team and our collaborative, helpful attitudes are essential ingredients in our success. In addition, the Private Market group routinely collaborates with our Stock Plan Services colleagues supporting pre-IPO and public companies.

Please see below for the salary range for work locations in Colorado only:

Please see below for the salary range for work locations in New York City, Westchester County, NY and Jersey City, NJ only:

Please see below for the salary range for work locations in California only:

Please see below for the salary range for work locations in Washington only:

Certifications:

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.

At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a Best Place to Work in 2023. And you don't need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you've always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working”. Most associates will have a hybrid schedule with a requirement to work onsite at a Fidelity work location for at least one week, 5 consecutive days, every four weeks. These requirements are subject to change.

We invite you to Find Your Fidelity at fidelitycareers.com.

Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations @fmr.com, or by calling 800-835-5099, prompt 2, option 3.