Staff Customer Success Specialist, SMB

Fidelity is hiring a Staff Customer Success Specialist, SMB to join our fully remote team in the United States. As a Staff Customer Success Specialist, SMB, you'll drive adoption, retention, and growth for our customers. This is a full-time, work-from-home role open to candidates across the US (Remote — US (West Coast)). 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: • Own a portfolio of customer accounts • Identify expansion and renewal opportunities • Track health metrics and reduce churn • Lead onboarding and ongoing enablement • Advocate for customer needs internally What we offer: • Competitive salary and meaningful equity • Home office and wellness stipends • Comprehensive medical, dental, and vision coverage • Annual learning and professional development budget • Paid parental leave 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 • Comfort with SaaS products and CRMs • Data-driven and organized • Excellent communication • Strong relationship-building skills Nice to have: • Experience in a fast-paced, high-growth environment • Familiarity with modern collaboration tools (Slack, Notion, Linear)