Enterprise Customer Success Manager

About the role

Fable is looking for a world‑class Enterprise Customer Success Manager to own a portfolio of enterprise customers, including global brands such as Walmart, Slack, and Shopify. The role is focused on guiding customers through onboarding, adoption, and renewal while driving inclusive product development for people with disabilities.

Key responsibilities

• Establish yourself as a trusted advisor throughout the customer journey, hosting meetings, business reviews, and managing risk mitigation.
• Drive feature adoption by creating shared Success Plans, providing strategic guidance, enablement, and day‑to‑day advice.
• Proactively analyze customer usage to identify risks, expansion opportunities, and reduce churn.
• Own the end‑to‑end renewal process, preparing commercial documentation, coordinating with Legal, Security, Finance, and Sales.
• Apply value‑driven problem solving to renewal conversations to meet retention (GRR) and growth (NRR) targets.
• Build multi‑threaded relationships across customer organizations, generate advocacy, references, and case studies.
• Partner with Platform Support, Innovation, Sales, Product, Marketing, and Finance to ensure seamless customer experiences.

Required profile

• Demonstrated experience building strong relationships with champions and decision‑makers in enterprise settings.
• Ability to act as a primary point of accountability for retention, expansion, and long‑term customer value.
• Strong analytical mindset to assess usage data and identify growth opportunities.
• Excellent communication skills for cross‑functional collaboration and customer advocacy.

Required skills