Senior Enterprise Customer Success Manager
New
F
FableDigital accessibility
Ontario, Canada, North American time zonesFull-TimeManager
Salary$115,000 – $150,000 On-target earnings
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Job Details
- Experience
- 4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role; 3+ years of managing enterprise customer relationships.
- Required Skills
- Customer SuccessSaaSHubSpotAccount Management
Requirements
- Have 4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role.
- Have 3+ years of experience managing enterprise customer relationships.
- Bring experience supporting renewals, commercial discussions, and cross-functional deal coordination.
- Have experience using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation.
- Demonstrate the ability to adapt ways of working with AI tools to improve processes and day-to-day efficiency.
- Have experience working in a startup or scale-up environment.
- Be proficient with CRM and Customer Success platforms such as HubSpot.
- Be willing to learn about accessibility and follow inclusive design practices.
Responsibilities
- Own product adoption and sustained usage across a portfolio, helping customers embed Fable into product development and research workflows.
- Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership.
- Analyze usage and engagement to identify adoption barriers and churn risks, then lead targeted action plans.
- Own customer retention and the renewal process from planning through signature, with accountability for GRR and NRR targets.
- Build renewal business cases and identify expansion opportunities, partnering with Sales to advance them.
- Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales.
- Maintain renewal forecasts, manage timelines and risks, and lead commercial conversations.
- Build senior leadership relationships, cultivate executive sponsorship, and lead business reviews.
- Develop customer advocates and identify opportunities for references, case studies, and sharing accessibility outcomes.
- Partner with internal teams, share customer insights for product discussions, and improve Customer Success processes and playbooks.
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