Enterprise Customer Success Manager

About Fable

Global enterprise work with Fable to make products more accessible for over one billion people who live with disabilities. Our customers include global leaders like Walmart, Slack, and Shopify. Fable was listed by Linked In as a Top Startup in Canada two years in a row, awarded Fast Company’s Most Innovative Companies in Design, and received accolades from global entities like the World Summit Awards and the UN endorsed Zero Project.

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 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.

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!

• Establish yourself as a trusted advisor throughout the customer journey from adoption to renewals 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.

• 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 Hub Spot 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.

• Prior experience with accessibility is an asset but not required.

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