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Enterprise Customer Success Manager

1 hour, 28 minutes ago
North America, Canada
Full-time
Senior
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
Fable

Fable

Fable is a leading accessibility platform that offers digital accessibility testing and custom training powered by people with disabilities. They help digital teams improve accessibility for over 1 billion people with disabilities, moving organizations...

Professional Services
11-50
Founded 2018
$12M raised
View All Jobs

Description

  • Own a portfolio of enterprise customers and manage the customer journey from onboarding through renewal.
  • Build trusted advisor relationships with champions and decision-makers across customer organizations.
  • Lead meetings, business reviews, and risk mitigation efforts throughout the customer lifecycle.
  • Create and manage shared Success Plans to drive feature adoption and help customers achieve business objectives.
  • Analyze customer usage and engagement to identify churn risks and expansion opportunities.
  • Own the renewal process end-to-end, including renewal proposals, order forms, and commercial documentation.
  • Coordinate with Legal, Security, Finance, and Sales on contract and procurement processes.
  • Drive value-based renewal conversations that support retention and growth targets.
  • Build multi-threaded relationships and identify opportunities for customer advocacy, references, and case studies.
  • Partner with Platform Support, Innovation, Sales, Product, Marketing, and Finance to improve customer outcomes and internal processes.

Requirements

  • 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 ways of working with AI tools to improve processes and efficiency.
  • Experience working in a startup or scale-up environment.
  • Proficiency with CRM and customer success platforms such as HubSpot and Planhat, or equivalent tools.
  • Willingness to learn about accessibility and follow inclusive design practices.
  • Open to working in a fast-moving team and learning new tools quickly.
  • Ability to work within North American time zones, with Eastern Time preferred.
  • Prior experience with accessibility is an asset but not required.

Benefits

  • Stock options.
  • Career growth opportunities.
  • Professional development support.
  • Health and dental coverage.
  • Collaborative, mission-driven work environment.
  • Accessibility accommodations during the hiring process and employment.

Interested in this position?

Apply directly on the company website

Apply Now

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