Senior Enterprise Customer Success Manager, CSM

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $115k - $150k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 1%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fable

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Fable is a technology company focused on digital accessibility. Powered by inclusive research and testing with people with disabilities, Fable offers a platform for accessibility leaders, UX designers, product managers, and engineers to create inclusive products. Their services include accessibility testing, custom training, and tools like the Accessible Usability Scale. Fable’s client base spans multiple industries including retail, e-commerce, financial services, and media, and is trusted for its enterprise-level security. It was highlighted by its recent $25M Series B funding round, emphasizing its commitment to building a more accessible digital world.

📋 Description

• Own customer retention and drive sustained product usage across a portfolio of enterprise accounts • Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research • Own the customer journey from onboarding and adoption through renewal • Grow platform usage and help customers establish consistent accessibility research practices • Use product usage data and customer insights to identify churn risks and lead action plans • Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership • Own the renewal process and accountability for gross revenue retention and net revenue retention targets • Build renewal business cases and identify expansion opportunities, partnering with Sales • Prepare and manage renewal proposals and order forms with Legal, Security, Finance, and Sales • Maintain renewal forecasts and lead commercial conversations • Lead business reviews, demonstrate customer impact, and secure stakeholder commitments • Develop customer advocates and identify opportunities for references and case studies • Partner with Platform Support and Innovation teams to resolve issues and remove adoption barriers • Coordinate with Sales, Product, Marketing, and Finance on account plans • Translate customer feedback and renewal insights into product and roadmap input • Improve Customer Success processes, playbooks, and engagement strategies

🎯 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 • Ability to work within North American time zones • Applicants based in the Greater Toronto areas

🏖️ Benefits

• Stock options • Career growth opportunities • Professional development support • Health and dental coverage • Accessibility accommodations during the hiring process or employment