Enterprise Customer Success Manager

Fidelity Investments • Boston, MA

23h • Hybrid

About The Position

The Customer Success Manager at Fidelity Labs plays a key role in supporting the growth of Catchlight, a startup that helps financial advisors prioritize and optimize leads and prospects. Catchlight launched in May 2022 and is now available to advisors nationwide. In this role, you will partner with the Director and Head of Customer Success to deliver exceptional client experiences and drive long-term customer value. You’ll own end-to-end client relationships, beginning with onboarding, proactively engage customers to increase adoption, identify expansion opportunities, and share customer insights with product and sales teams. Catchlight operates as an independent startup within Fidelity Labs. The team owns the full platform—from sales and marketing to product, design, and engineering—and works using design thinking, lean startup principles, and agile development. Fidelity Labs is Fidelity Investments’ in-house fintech incubator with a mission to build new businesses to drive growth for Fidelity. They seek to shape the future of the industry by building new products and services to improve the lives of the diverse set of customers, businesses and financial institutions they serve. Fidelity Labs is a dynamic workplace that combines the best parts of startup life—building from scratch, adapting quickly, and moon-shot ambition—with the scale and stability of an industry leader. They provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture.

Requirements

• 5+ years in a client-facing, post-sales role (SaaS experience preferred), including managing a book of business, renewals, and business reviews
• Proven ability to drive product adoption, demonstrate business value, and support customers across varying roles and experience levels
• Strong customer engagement skills, including coaching best practices, evangelizing products, and supporting multiple stakeholder groups
• Ability to gather customer feedback and translate insights into clear recommendations for internal teams
• Comfort learning and explaining technical systems, including how platforms, APIs, and integrations work
• Proficiency with Salesforce CRM (required), HubSpot and other cloud-based tools
• Strong Excel skills
• Excellent written and verbal communication, active listening, and follow-through
• Self-motivated, collaborative teammate who thrives in fast-paced, high-growth environments
• Willingness to travel up to 15% as needed

Nice To Haves

• Experience in financial services and/or startup environments

Responsibilities

• Partner with the Director and Head of Customer Success to deliver exceptional client experiences and drive long-term customer value
• Own end-to-end client relationships, beginning with onboarding
• Proactively engage customers to increase adoption
• Identify expansion opportunities
• Share customer insights with product and sales teams

Benefits

• Comprehensive health care coverage and emotional well-being support
• Market-leading retirement
• Generous paid time off
• Parental leave
• Charitable giving employee match program
• Educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 101-250 employees