Senior Enterprise Customer Success Manager

About Fable 

The best digital teams work with Fable to make products more accessible for over 1 billion people who live with disabilities. Some of our amazing clients include Walmart, Slack, Shopify, and more.

About the role 

Fable is seeking a world class Senior 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 relationships with champions, decision makers, and making customer’s business outcomes a reality. The CSM will play a critical role in driving forward Fable’s mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development. 

For this role, we are open to applicants who are located anywhere in Canada. If you believe that you match majority of this job description, we highly encourage you to apply!

Responsibilities

Adoption & growth

• Own client retention, satisfaction, and delight for your customers.
• Establish yourself as a trusted advisor to your customers at Fable by consistently engaging through regular check-ins, participating in events, and conducting Executive Business Reviews.
• Provide continuing education for customers to maximize product usage, identifying new or unused Fable features that could provide value for your customer and represent an upsell opportunity.
• Partner with Account Executives and Renewals and Growth Managers to drive account growth and ret revenue retention.
• Facilitate the onboarding of new customers and manage their ongoing journey with Fable products, from adoption to renewal.
• 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 objectives with Fable.
• Proactively analyze your customer product usage to identify opportunities and risks to account health.

Advocacy

• Drive customer advocacy through the development of strong relationships and the creation of shared value with Fable.
• Build multithreaded relationships within your accounts – with everyone from champions to executives.
• Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development.

Cross-functional alignment & support

• Liaise with Fable's Platform Support and Accessibility Innovation teams to ensure your customers receive comprehensive, seamless support, in addition to handling strategy, product training inquiries, and non-technical assistance.
• Partner with your Customer Success team to identify and develop areas of improvement on process and customer engagement strategies.

Key qualifications and assets

• 5+ years of experience in SaaS customer success or equivalent customer management role
• 3+ years managing enterprise customer relationships and helping to facilitate change management
• 2+ years of experience working in a startup or scale-up environment
• Proven experience driving change management for new concepts within enterprise organizations
• Demonstrated experience navigating complex customers and projects to drive value and business outcomes
• Experience trying new strategies to drive customer adoption and engagement
• Proficient with CRM platforms (HubSpot), CS Platforms (Planhat), call recording software (Avoma)

You must be

• 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

Nice to haves

• Prior experience with accessibility is an asset but not required
• Proficient with Hubspot & Planhat

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 doesn't correlate with the loudness of someone's voice.

The brain is a muscle

If you're 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? It's essential to understanding our personal bias and position so that we can grow.

What's in it for you?

At Fable, you'll join a vibrant and rapid growth environment where you'll work with individuals who share the same values of being passionate, socially driven, inclusive, collaborative, and respectful. We offer great benefits such as stock options, career progression, professional development, health/dental benefits, and 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 jobs@makeitfable.com and include the subject line “Accessibility accommodation for Senior Enterprise Customer Success Manager job application.”