Senior Enterprise Customer Success Manager (CSM)

Role Overview

Fable is seeking a Senior Enterprise Customer Success Manager to own customer retention and drive sustained product usage across a portfolio of enterprise accounts. The role involves building trusted relationships with senior leaders, understanding their priorities, and connecting Fable’s value to their strategic goals.

What You Will Do

The Senior Enterprise Customer Success Manager will own the customer journey from onboarding and adoption through renewal, with direct accountability for retention and long-term customer value. This includes actively growing platform usage, helping customers establish consistent accessibility research practices, and ensuring they can demonstrate the impact of their investment.

Why It Might Be a Fit

Success in this role is measured by customer retention, renewal performance, and the depth and consistency of product usage across your portfolio. The ideal candidate will have 4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role, and will be able to adapt and evolve ways of working with AI tools to drive new approaches and improve processes.

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

Benefits

• Stock options
• Career growth opportunities
• Professional development support
• Health and dental coverage