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 Fidelity Private Shares (FPS) 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 FPS platform through the onboarding process,

• Helping them see value in the FPS 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 FPS 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 FPS 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 FPS platform successfully, and an eagerness to create FPS 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.

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