Senior Enterprise Customer Success Manager (CSM)

Fable is seeking a Senior Enterprise Customer Success Manager to own retention and drive sustained product usage across enterprise accounts. The role manages the customer journey from onboarding through renewal, develops senior stakeholder relationships, identifies adoption risks and expansion opportunities, and helps customers embed inclusive accessibility research into product development.

Responsibilities:

• 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
• 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
• 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
• 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:

• 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