[Hiring] Senior Enterprise Customer Success Manager @Fable

Role Description

Fable is seeking a Senior Enterprise Customer Success Manager to own customer retention and drive sustained product usage across a portfolio of enterprise accounts. Working with leading global brands, you will help customers achieve meaningful business outcomes and make Fable an integral part of how they design, build, and improve their products.

• Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research.
• Proactively engage these leaders, understand their priorities, and connect Fable’s value to their strategic goals.
• Own the customer journey from onboarding and adoption through renewal, with direct accountability for retention and long-term customer value.
• Actively grow platform usage, helping customers establish consistent accessibility research practices.
• Use product usage data and customer insights to identify churn risks early and lead action plans that improve engagement and protect renewals.
• Success is measured by customer retention, renewal performance, and the depth and consistency of product usage across your portfolio.
• Identify expansion opportunities grounded in demonstrated value, strong stakeholder relationships, and customer needs.

Responsibilities

• Product adoption & usage:
  • Own adoption and sustained product usage across your portfolio.
  • Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership.
  • Proactively analyze usage and engagement to identify adoption barriers and churn risks.
  • Lead targeted action plans to reengage customers, deepen feature adoption, and broaden usage across teams.
• Retention & commercial management:
  • Own customer retention and the renewal process from planning through signature.
  • Build compelling renewal business cases that connect product usage and research outcomes to customer priorities.
  • Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales.
  • Maintain accurate renewal forecasts and proactively manage timelines and risks.
• Senior leadership relationships & advocacy:
  • Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research.
  • Cultivate executive sponsorship and relationships beyond a single champion.
  • Lead business reviews that demonstrate customer impact and secure clear commitments.
  • Develop customer advocates and identify opportunities for references and case studies.
• Cross functional alignment & support:
  • Partner with Platform Support and Innovation teams to resolve issues and deliver a consistent customer experience.
  • Coordinate with Sales, Product, Marketing, and Finance on account plans and actions.
  • Translate customer feedback, usage patterns, and renewal insights into actionable input for product discussions.
  • Improve Customer Success processes, playbooks, and engagement strategies.

Qualifications

• 4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
• 3+ years of 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.
• Experience working in a startup or scale-up environment.
• Proficiency with CRM and CS platforms such as HubSpot.
• Willing to learn about accessibility and follow inclusive design practices.

Benefits

• Stock options.
• Career growth opportunities.
• Professional development support.
• Health and dental coverage.
• More benefits to be discussed.

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 [email protected] and include the subject line “Accessibility accommodation for Senior Enterprise Customer Success Manager (CSM).”

Pay range

$115,000 – $150,000 On-target earnings, the salary band is designed to reflect the range of skills and experience needed for the position and is subject to change. The final salary is based on relevant skills, experience, and internal equity.