Lead Customer Success Manager

Fidelity is hiring a Lead Customer Success Manager to join our fully remote team in the United States. As a Lead Customer Success Manager, you'll drive adoption, retention, and growth for our customers. This is a part-time, work-from-home role open to candidates across the US (Remote — US). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Lead onboarding and ongoing enablement • Advocate for customer needs internally • Own a portfolio of customer accounts • Track health metrics and reduce churn • Identify expansion and renewal opportunities What we offer: • Paid parental leave • Generous paid time off and company holidays • Comprehensive medical, dental, and vision coverage • Flexible working hours across US time zones • Home office and wellness stipends How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Fidelity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 7+ years of experience, including leading teams or projects • Strong relationship-building skills • Experience in customer-facing roles • Excellent communication • Comfort with SaaS products and CRMs Nice to have: • Familiarity with modern collaboration tools (Slack, Notion, Linear) • Experience working in a fully remote or distributed team