Client Success Manager II, B2B SaaS

Fidelity; Salt Lake City (UT); On-site; USD 65,000 - 95,000; Full time

Job summary

Fidelity Private Shares is seeking a Client Service Manager to support FPS users and help them navigate our B2B SaaS platform. You will handle inbound tickets, guide users with self-help resources, and collaborate with product teams to relay customer feedback.

This role offers opportunities to contribute to onboarding and other client service initiatives within Fidelity’s growing FPS ecosystem, requiring strong communication and a startup-friendly mindset.

Qualifications

• 3-5 years of experience supporting customers in a B2B SaaS company.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and stay organized.
• Empathetic, tech-savvy, and startup-minded.
• Familiarity with Zendesk or HubSpot Service Hub is helpful.

Responsibilities

• Support FPS users via inbound tickets, our self-help library, and educational materials.
• Consult with developers to solve problems and communicate customer feedback to the product team.
• Help support other client service initiatives.

Skills

Customer support

Communication skills

Project management

Empathy

Tech savvy

Tools

Zendesk

HubSpot Service Hub

Job description

Fidelity Private Shares is seeking a Client Service Manager to support FPS users and help them navigate our B2B SaaS platform. You will handle inbound tickets, guide users with self-help resources, and collaborate with product teams to relay customer feedback.

This role offers opportunities to contribute to onboarding and other client service initiatives within Fidelity’s growing FPS ecosystem, requiring strong communication and a startup-friendly mindset.