Fidelity TalentSource – Director of Customer Success – Boston, USa

March 1, 2023
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Job Description

Job Description

The Role

The Director of Client Success at Fidelity Labs plays a pivotal role in 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 January 2022 and is now available to financial advisors across the United States. Visit for more information.

In this role, you will partner with the VP of Customer Success to develop, implement, and support exceptional client experiences with the product. Key attributes for success: experience in formulating and deploying a scalable client success strategy, a proactive and collaborative approach, and a passion for providing personalized customer service.

The day-to-day for this role includes running client onboarding and support, responding to client inquiries, driving proactive communication to clients, and capturing and sharing product feedback with the Catchlight product and sales teams. Ongoing responsibilities include maintaining and improving upon Client Success strategies and processes, refining those processes, and scaling them as the startup grows and the product offering matures.

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 and Skills You Bring

  • 6+ years in a client-facing, post-sales role (preferably in a SaaS environment)
  • Financial services and/or working on a startup experience a plus
  • 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
  • Ability to show the business value of a product
  • Bias towards action
  • Drive to continually improve existing processes and propose new strategies that help impress and retain clients
  • Ability to collaborate with a cross-functional team and represent the voice of the client
  • Active listening skills, with the ability to take notes, prioritize next steps and drive those to completion
  • Driven to deliver excellent service and standout experiences to all clients
  • Excellent communication skills, both written and verbal
  • Ability to communicate complex software functionality clearly and concisely
  • You will serve as a key contact to clients for all their account needs, 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 of Catchlight B2B accounts
  • Creating a success plan in partnership with your customer, onboarding, training, 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 if there is a potential expansion (upsell) opportunity for them to pursue

The Team

We are Fidelity Labs, Fidelity Investments’ in-house fintech incubator with a mission is 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


Company Overview

Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients’ money.

Join Us

At Fidelity, you’ll find endless opportunities to build a meaningful career that positively impacts people’s lives, including yours. You can take advantage of flexible benefits that support you through every stage of your job, empowering you to thrive at work and at home. Honored with a Glassdoor Employees’ Choice Award, we have been recognized by our employees as the Best Place to Work in 2023. And you don’t need a finance background to succeed at Fidelity—we offer a range of opportunities for learning so you can build the career you’ve always imagined.

At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we’re calling “Dynamic Working.”

We invite you to Find Your Fidelity at

Fidelity Investments is an equal-opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.

Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for accommodation, contact the HR Accommodation Team by sending an email to accommodations, or by calling 800-835-5099, prompt 2, option 3.