Enterprise Customer Success Manager
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Job Location:
Monthly Salary:
Posted on:
13 hours ago
Vacancies:
1 Vacancy
Job Summary
About Fable
About the role
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 Fables 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 open to applicants who are located anywhere in Canada and can work within North American time zones Eastern Time preferred. If you believe that you match the majority of this job description we highly encourage you to apply!
Requirements
Responsibilities
Adoption & growth
- Establish yourself as a trusted advisor throughout the customer journey from adoption to renewalsupportingregularmeetingsbusinessreviewsandmanagingrisk mitigation.
- Drive feature adoption by building a shared Success Plan with your customersprovidingstrategic guidance enablement and day-to-day advice to help themhit theircompanyobjectiveswith Fable.
- Proactively analyze customer usage and engagement toidentifyrisks and expansion opportunitiesto actively grow yourbook of business.
Renewal & commercial management
- Own the renewal process end-to-end for your portfolio preparing andmanagingcommercial documentation including renewal proposals and order forms.
- Coordinate with Legal Security Finance and Sales to support contract and procurementprocesses.
- Applies creative value-driven problem solving to renewal conversations crafting win-win outcomes for customers and the businesswhilemanagingrenewal 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 andidentifyopportunities 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 deliverretentionoutcomes.
- Contribute to improving Customer Success processes playbooks and engagement strategies.
Key qualifications and assets
- 3 years of experience in Customer Success Account Management or a similar customer-facing SaaS role.
- 2yearsmanaging enterprise customer relationships.
- Experience supporting renewals commercial discussions and cross-functionaldealcoordination.
- Experience using or experimenting withAI for research preparation follow-ups analysis or workflow automation.
- Experience working in a startup or scale-up environment.
- Proficiencywith CRM and CS platforms such as HubSpot andPlanhat(or equivalent).
You must be
- Willing to learn about accessibility and follow inclusive design practices
- Open to doing thingsyouregood at a little bit differently (likeleveragingaccessibility 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
Nice to haves
- Prior experience with accessibility is an asset but notrequired
Our values
To lead listen first
You amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesnt correlate with the loudness of someones voice.
The brain is a muscle
If youre going to do something you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive.
Unlearn to learn
What did we learn growing up and what do we need to unlearn Its essential to understanding our personal bias and position so that we can grow.
Benefits
Whats in it for you
At Fable youll join a vibrant and rapid growth environment where youll work with individuals who share the same values of being passionate socially driven inclusive collaborative and respectful. We offer great health/dental benefits and way more!
Accessibility accommodations
Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us please fill out this form or email us at and include the subject line Accessibility accommodation for Enterprise Customer Success Manager job application.
Pay range
$125000 - $140000 OTE - this is a range and is subject to change depending on experience and role fit. Please take this as a general range.
Required Experience:
Manager
Key Skills
- SAAS
- Customer Service
- Cloud
- Healthcare
- Account Management
- CRM
- Salesforce
- Infrastructure
- Client Relationships
- New Customers
- Territory
- Trade shows
- Sales Goals
- Sales Process
- Analytics
About Company
Fable moves organizations from worrying about compliance, to building exceptional, accessible user experiences. The best digital teams work with Fable to make products more accessible for over 1 billion people who live with disabilities.
