Senior Enterprise Customer Success Manager, Fable

• Working directly with top global brands, the ideal candidate has experience and passion for building relationships with champions, decision makers, and making customer’s business outcomes a reality
• 5+ years of experience in SaaS customer success or equivalent customer management role
• 3+ years managing enterprise customer relationships and helping to facilitate change management
• 2+ years of experience working in a startup or scale-up environment
• Proven experience driving change management for new concepts within enterprise organizations
• Demonstrated experience navigating complex customers and projects to drive value and business outcomes
• Experience trying new strategies to drive customer adoption and engagement
• Proficient with CRM platforms (HubSpot), CS Platforms (Planhat), call recording software (Avoma)
• Willing to learn about accessibility and follow inclusive design practices
• Open to doing things you’re good at a little bit differently (like leveraging accessibility features in PowerPoint)
• Open to working in a fast-moving team
• Willing to learn new tools and adjust quickly
• Able to work within bounds of North American time zones, Eastern Time preferred

Desirable

• Fable is seeking a world class Senior Enterprise Customer Success Manager to own a portfolio of our enterprise customers
• The CSM will play a critical role in driving forward Fable’s mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development
• Own client retention, satisfaction, and delight for your customers
• Establish yourself as a trusted advisor to your customers at Fable by consistently engaging through regular check-ins, participating in events, and conducting Executive Business Reviews
• Provide continuing education for customers to maximize product usage, identifying new or unused Fable features that could provide value for your customer and represent an upsell opportunity
• Partner with Account Executives and Renewals and Growth Managers to drive account growth and ret revenue retention
• Facilitate the onboarding of new customers and manage their ongoing journey with Fable products, from adoption to renewal
• Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their objectives with Fable
• Proactively analyze your customer product usage to identify opportunities and risks to account health
• Drive customer advocacy through the development of strong relationships and the creation of shared value with Fable
• Build multithreaded relationships within your accounts – with everyone from champions to executives
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development
• Liaise with Fable's Platform Support and Accessibility Innovation teams to ensure your customers receive comprehensive, seamless support, in addition to handling strategy, product training inquiries, and non-technical assistance
• Partner with your Customer Success team to identify and develop areas of improvement on process and customer engagement strategies