Senior Enterprise Customer Success Manager (CSM)

About this role

About Fable
Global enterprises 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 featured on the Forbes Accessibility 100 list in 2025, awarded Fast Company’s Most Innovative Companies in Design, and has received accolades from global entities like the World Summit Awards and the UN-endorsed Zero Project.
About the role
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.
A critical part of this role is building trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research. You will proactively engage these leaders, understand their priorities, and connect Fable’s value to their strategic goals. By cultivating executive sponsorship and relationships beyond a single champion, you will strengthen customer commitment, broaden adoption across teams, and secure support for continued investment in inclusive research.
You will own the customer journey from onboarding and adoption through renewal, with direct accountability for retention and long-term customer value. This means actively growing platform usage, helping customers establish consistent accessibility research practices, and ensuring they can demonstrate the impact of their investment. You will use product usage data and customer insights to identify churn risks early, address barriers to adoption, and lead action plans that improve engagement and protect renewals.
Success in this role is measured by customer retention, renewal performance, and the depth and consistency of product usage across your portfolio. You will also identify expansion opportunities grounded in demonstrated value, strong stakeholder relationships, and customer needs.
This role directly advances Fable’s mission to empower people with disabilities to participate, contribute, and shape society by helping customers embed inclusive practices throughout product development.
We welcome applicants based in the Greater Toronto areas who can work within North American time zones.
Responsibilities
Product adoption & usage

• Own adoption and sustained product usage across your portfolio, helping customers embed Fable into their product development and research workflows.

• Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership. Provide strategic guidance and enablement that turn these plans into consistent accessibility research practices.

• 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, with accountability for gross revenue retention (GRR) and net revenue retention (NRR) targets.

• Build compelling renewal business cases that connect product usage and research outcomes to customer priorities. Identify expansion opportunities grounded in demonstrated value and customer needs, partnering with Sales to advance them.

• Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales to navigate contract and procurement requirements.

• Maintain accurate renewal forecasts, proactively manage timelines and risks, and lead commercial conversations that protect customer relationships and deliver sustainable outcomes for Fable.

Senior leadership relationships & advocacy

• Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research, understanding their priorities and connecting Fable’s value to their strategic goals.

• Cultivate executive sponsorship and relationships beyond a single champion to strengthen account resilience, expand adoption, and secure support for continued investment.

• Lead business reviews that demonstrate customer impact, align stakeholders on progress, and secure clear commitments to address adoption barriers and support renewal.

• Develop customer advocates and identify opportunities for references, case studies, and sharing meaningful accessibility outcomes.

Cross functional alignment & support

• Partner with Platform Support and Innovation teams to resolve issues, remove adoption barriers, and deliver a consistent customer experience.

• Coordinate with Sales, Product, Marketing, and Finance on account plans and actions that improve usage, retention, and growth.

• Translate customer feedback, usage patterns, and renewal insights into actionable input for product and roadmap discussions.

• Improve Customer Success processes, playbooks, and engagement strategies using lessons from your portfolio to strengthen adoption and retention at scale.

Requirements
Key qualifications and assets

• 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 to drive new approaches, improve processes, and increase day-to-day efficiency.

• 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

Our values
To lead, listen first
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