Own the customer journey end-to-end — from onboarding and adoption through renewal
Act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value
Establish yourself as a trusted advisor throughout the customer journey from adoption to renewal hosting meetings, business reviews and managing risk mitigation
Drive feature adoption by building a shared Success Plan with your customers, providing strategic guidance, enablement, and day-to-day advice to help them hit their company objectives with Fable
Proactively analyze customer usage and engagement to identify risks and expansion opportunities to actively grow your book of business and reduce churn risk
Own the renewal process end-to-end for your portfolio, preparing and managing commercial documentation including renewal proposals and order forms
Coordinate with Legal, Security, Finance, and Sales to support contract and procurement processes
Build strong, multi-threaded relationships across customer organizations
Drive customer advocacy and identify opportunities for references and case studies
Partner with Platform Support and Innovation teams to ensure seamless customer experiences

3+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role
2+ years 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 and Planhat (or equivalent)

Enterprise Customer Success Manager

Key skills