Senior Enterprise Customer Success Manager, Fable
Accessibility testing
Be an early applicant
Accessibility testing
201-500 employees
Be an early applicant
201-500 employees
Company mission
Fable's mission is to help digital teams engage people with disabilities in research and on-demand user testing
Role
Who you are
- 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
- Prior experience with accessibility is an asset but not required
- Proficient with Hubspot & Planhat
What the job involves
- 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
Our take
Assistive tech is not yet sufficiently watertight or widespread to ensure good digital experiences for the 1 Billion people who live with disabilities globally. The team at Fable work with companies to help remedy this: they connect companies with assistive tech users so the businesses can accelerate their accessibility R&D, whilst offering employment opportunities to people living with disabilities. The company also offers accessibility upskilling.
Disability-friendly products are thin on the ground, and successfully creating them would give companies a real market edge. Plus, with social and regulatory pressure making inclusivity an increasingly top priority, adopting sound accessibility design early would give companies a real head start.
It’s perhaps not surprising that large clients in tech and e-commerce have been among the first to jump on board with Fable, the likes of Slack, Shopify, and Walmart can’t afford to be caught lacking on these issues. It is, perhaps, surprising that competition is, for now, relatively light. Fable will need to leverage this position before it’s scooped by other startups.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Oct 2024
$25m
SERIES B
May 2022
$10.5m
SERIES A
Total funding: $37.1m
Company HQ
The Junction, Toronto, ON
Leadership
Abid Virani
(COO)Worked for seven years in business development and design at Raindrop Hearing Clinic, following a Master's degree in Inclusive Design at OCAD University. Also has experience in film and documentary production/directing.
Alwar Pillao
(CEO & Co-Founder)A Master's graduate in Inclusive Design, who went on to work as an accessibility expert for the Ontario Ministry of Education. Subsequently held various UX roles, both freelance and at Rogers Communications.
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