Enterprise Customer Success Manager, Fable

• 3+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role
• 2+ years managing enterprise customer relationships
• Experience supporting renewals, commercial discussions, and cross-functional deal coordination
• Experience using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation
• Demonstrated ability to adapt and evolve ways of working with AI tools to drive new approaches, improve processes, and increase day-to-day efficiency
• Experience working in a startup or scale-up environment
• Proficiency with CRM and CS platforms such as HubSpot and Planhat (or equivalent)
• 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 Enterprise Customer Success Manager to own a portfolio of our enterprise customers. Working directly with top global brands, the ideal candidate has experience and passion for building strong relationships with champions and decision-makers and helping customers achieve meaningful business outcomes
• This role plays a critical part in driving Fable’s mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development
• In this role, you will own the customer journey end-to-end — from onboarding and adoption through renewal — and act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value
• For this role, we are looking for applicants within the Vancouver and Greater Toronto Areas that can work within North American time zones. If you believe that you match the majority of this job description, we highly encourage you to apply!
• Adoption & growth
• Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal hosting meetings, business reviews and managing risk mitigation
• 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 company objectives with Fable
• Proactively analyze customer usage and engagement to identify risks and expansion opportunities to actively grow your book of business and reduce churn risk
• Renewal & commercial management
• Own the renewal process end-to-end for your portfolio, preparing and managing commercial documentation including renewal proposals and order forms
• Coordinate with Legal, Security, Finance, and Sales to support contract and procurement processes
• Apply creative, value-driven problem solving to renewal conversations, crafting win-win outcomes for customers and the business while managing renewal timelines proactively to reduce risk and avoid surprises, meeting retention (GRR) and growth (NRR) targets
• Advocacy
• Build strong, multi-threaded relationships across customer organizations
• Drive customer advocacy and identify opportunities for references and case studies
• Advocate for customers internally by synthesizing feedback for product and roadmap discussions
• Cross-functional alignment & support
• Partner with Platform Support and Innovation teams to ensure seamless customer experiences
• Collaborate with Sales, Product, Marketing, and Finance to deliver retention outcomes
• Contribute to improving Customer Success processes, playbooks, and engagement strategies