Job Description:

The Role

The Customer Success Manager at Fidelity Labs is a pivotal role for the continued success and growth of the Catchlight startup. Catchlight is a new software solution that helps financial advisors prioritize and optimize their leads and prospects. Catchlight launched in May 2022 and is now available to financial advisors across the United States. Visit https://catchlight.ai for more information.

In this role, you will partner with the Director of Customer Success and Onboarding Specialist to develop, execute, and support exceptional client experiences with the product. Key attributes for success: excellent client-facing skills, a proactive and collaborative approach, persistent grit and follow-through, and a passion for providing personalized customer service.

The day to day for this role includes driving proactive communication to clients to help them grow their adoption of Catchlight, identifying expansion opportunities, providing client support as necessary, tracking client activity and following up as necessary, and capturing and sharing product feedback with the Catchlight product and sales teams.

The Catchlight team is an independent startup within Fidelity Labs. This small team owns the entire Catchlight platform including sales, marketing, product, design, user research, and software engineering. We believe in design thinking, lean startup and the principles of agile.

The Expertise You Have

• 5+ years in a client-facing, post-sales role (preferably in a SaaS environment)
• 4 years of managing a client book
• Financial services and/or working on a startup experience a plus
• Experience managing a book of business and executing corresponding business reviews and renewals
• Experience in gathering customer feedback and research and sharing it back to the team
• Experience with Salesforce CRM preferred.
• Experience engaging with end-users, evangelizing a product, and driving adoption across multiple stakeholder groups
• Comfort and experience in Microsoft Excel
• Ability to show business value of a product to users and decision makers at all experience levels
• Bias towards action

The Skills You Bring

• Excellent communication skills, both written and verbal
• Active listening skills, with the ability to take notes, prioritize next steps and drive those to completion
• Motivated self-starter; team player

• Proficient at establishing relationships with customers and internal team members
• Able to flourish in a high growth environment where change is constant
• Proficient in Salesforce and other cloud-based tools
• Driven to deliver excellent service and standout experiences to all clients
• Ability to communicate complex software functionality clearly and concisely
• Able to travel, as needed (<15%)

The Value You Deliver

You will serve as a dedicated contact to clients for all their account needs beyond their onboarding period, providing an empathetic and engaging approach to client service throughout their experience.

• Work cross-functionally to align and execute against an account strategy for each customer
• Manage the post-sale relationship and renewals of Catchlight B2B accounts
• Creating a success plan in partnership with your customer, driving platform utilization, conducting routine business reviews, orchestrating resources aligned to driving customer value
• Identify and capitalize upon expansion opportunities within existing client relationships
• Through customer engagements, raise awareness to your Sales partner to help identify and execute potential expansion (upsell) opportunities to pursue
• Perform troubleshooting and technical support steps to clients when issues arise, and document best practices to help prepare for any future similar issues

The Team

We are Fidelity Labs, Fidelity Investments’ in-house fintech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses and financial institutions we 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. We 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. Learn more at labs.fidelity.com.

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