Enterprise Customer Success Manager, Fable

• 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
• If you believe that you match the majority of this job description, we highly encourage you to apply!
• 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
• 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
• 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
• Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal supporting regular 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
• 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
• Applies 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
• 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
• 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