Client Success Manager II - B2B SaaS Support

Fidelity Investments Inc.; Salt Lake City (UT); On-site; USD 70,000 - 100,000; Full time

Job summary

Fidelity Private Shares is seeking an energetic Client Service Manager to support users of the FPS platform via inbound tickets, self-help resources, and educational materials. You will collaborate with developers to resolve problems and communicate customer feedback to the product team.

The role offers opportunities to assist with additional client service initiatives; strong written/verbal skills and a passion for startups will help you thrive in our collaborative, growth-focused environment.

Qualifications

• 3–5 years of experience supporting customers in a B2B SaaS company.
• Familiarity with the subject matter or equity management platforms is beneficial.
• Excellent verbal and written communication skills.
• Ability to keep multiple projects organized and moving forward.
• Empathetic, tech-savvy, and interested in startups from seed to mid-stage.
• Familiarity with Zendesk or Hubspot Service Hub is helpful.

Responsibilities

• Support FPS platform users through inbound tickets, the self-help library, and educational materials.
• Consult with developers to resolve issues and relay customer feedback to the product team.
• Assist with other client service initiatives as needed.

Skills

Verbal communication

Written communication

Multitasking

Empathy

Startup mindset

Tech-savvy

Tools

Zendesk

Hubspot Service Hub

Job description

Fidelity Private Shares is seeking an energetic Client Service Manager to support users of the FPS platform via inbound tickets, self-help resources, and educational materials. You will collaborate with developers to resolve problems and communicate customer feedback to the product team.

The role offers opportunities to assist with additional client service initiatives; strong written/verbal skills and a passion for startups will help you thrive in our collaborative, growth-focused environment.