{"id":3110363,"url":"https://alion.io/job/fable-security-senior-enterprise-customer-success-manager-csm","title":"Senior Enterprise Customer Success Manager (CSM)","company":{"id":171260,"name":"Fable Security","domain":"fablesecurity.com","url":"https://alion.io/company/fable-security","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":87,"open_postings":3,"ghost_share":0,"stale_share":0.333,"repost_share":0,"time_to_fill_p50_days":117,"computed_at":"2026-11-05T05:54:30Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":88000,"max_usd":187000,"period":"year","method":"global_role_seniority_cell","sample_n":1466},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"HubSpot","optional":false},{"name":"Shopify","optional":false},{"name":"Slack","optional":false}],"status":"live","first_seen_at":"2026-10-22T18:44:11Z","employer_posted_date":null,"last_verified_at":"2026-10-22T18:44:11Z","board_verified":false,"closed_at":null,"days_open":14,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":14},"description":"About Fable Global enterprises work with Fable to make products more accessible for over one billion people who live with disabilities. Our customers include global leaders like Walmart, Slack, and Shopify. Fable was featured on the Forbes Accessibility 100 list in 2025, awarded Fast Company’s Most Innovative Companies in Design, and has received accolades from global entities like the World Summit Awards and the UN-endorsed Zero Project. \nAbout the role Fable is seeking a Senior Enterprise Customer Success Manager to own customer retention and drive sustained product usage across a portfolio of enterprise accounts. Working with leading global brands, you will help customers achieve meaningful business outcomes and make Fable an integral part of how they design, build, and improve their products. \nA critical part of this role is building trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research. You will proactively engage these leaders, understand their priorities, and connect Fable’s value to their strategic goals. By cultivating executive sponsorship and relationships beyond a single champion, you will strengthen customer commitment, broaden adoption across teams, and secure support for continued investment in inclusive research. \nYou will own the customer journey from onboarding and adoption through renewal, with direct accountability for retention and long-term customer value. This means actively growing platform usage, helping customers establish consistent accessibility research practices, and ensuring they can demonstrate the impact of their investment. You will use product usage data and customer insights to identify churn risks early, address barriers to adoption, and lead action plans that improve engagement and protect renewals. \nSuccess in this role is measured by customer retention, renewal performance, and the depth and consistency of product usage across your portfolio. You will also identify expansion opportunities grounded in demonstrated value, strong stakeholder relationships, and customer needs. \nThis role directly advances Fable’s mission to empower people with disabilities to participate, contribute, and shape society by helping customers embed inclusive practices throughout product development. \nWe welcome applicants based in the Greater Toronto areas who can work within North American time zones. \nResponsibilities Product adoption & usage \nOwn adoption and sustained product usage across your portfolio, helping customers embed Fable into their product development and research workflows. \n\nBuild 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. \n\nProactively 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. \n\nRetention & commercial management \nOwn customer retention and the renewal process from planning through signature, with accountability for gross revenue retention (GRR) and net revenue retention (NRR) targets. \n\nBuild 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. \n\nPrepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales to navigate contract and procurement requirements. \n\nMaintain accurate renewal forecasts, proactively manage timelines and risks, and lead commercial conversations that protect customer relationships and deliver sustainable outcomes for Fable. \n\nSenior leadership relationships & advocacy \n\nBuild 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. \n\nCultivate executive sponsorship and relationships beyond a single champion to strengthen account resilience, expand adoption, and secure support for continued investment. \n\nLead business reviews that demonstrate customer impact, align stakeholders on progress, and secure clear commitments to address adoption barriers and support renewal. \n\nDevelop customer advocates and identify opportunities for references, case studies, and sharing meaningful accessibility outcomes. \n\nCross functional alignment & support \nPartner with Platform Support and Innovation teams to resolve issues, remove adoption barriers, and deliver a consistent customer experience. \n\nCoordinate with Sales, Product, Marketing, and Finance on account plans and actions that improve usage, retention, and growth. \n\nTranslate customer feedback, usage patterns, and renewal insights into actionable input for product and roadmap discussions. \n\nImprove Customer Success processes, playbooks, and engagement strategies using lessons from your portfolio to strengthen adoption and retention at scale. \n\nRequirementsKey qualifications and assets \n4+ years of experience in Customer Success, Account Management, or a similar customer-facing SaaS role. \n\n3+ years of managing enterprise customer relationships. \n\nExperience supporting renewals, commercial discussions, and cross-functional deal coordination. \n\nExperience using or experimenting with AI for research, preparation, follow-ups, analysis, or workflow automation. \n\nDemonstrated ability to adapt and evolve ways of working with AI tools to drive new approaches, improve processes, and increase day-to-day efficiency. \n\nExperience working in a startup or scale-up environment. \n\nProficiency with CRM and CS platforms such as HubSpot \n\nWilling to learn about accessibility and follow inclusive design practices   \n\nOur valuesTo lead, listen first \nYou amplify voices that are less often heard and create space for those voices to grow. The quality of an idea doesn't correlate with the loudness of someone's voice. \nThe brain is a muscle \nIf you're going to do something, you will do it well. Practice often and rest when needed. Give your mind what it needs to thrive. \nUnlearn to learn \nWhat did we learn growing up, and what do we need to unlearn? It's essential to understanding our personal bias and position so that we can grow. \nBenefitsWhat’s in it for you? \nAt Fable, you’ll join a collaborative and mission-driven environment where you’ll work with people who care deeply about building a more inclusive digital world. We offer benefits such as stock options, career growth opportunities, professional development support, health and dental coverage, and more. \nAccessibility accommodations Fable is an inclusive workplace. If you are facing any accessibility requirements or concerns regarding the hiring process or employment with us, please fill out this form or email us at and include the subject line “Accessibility accommodation for Senior Enterprise Customer Success Manager (CSM).” \nPay range $115,000 – $150,000 On-target earnings, the salary band is designed to reflect the range of skills and experience needed for the position and is subject to change. The final salary is based on relevant skills, experience, and internal equity. This posting reflects an existing vacancy. Artificial intelligence (AI) tools may be used to support part of the recruitment and selection process. However, all hiring decisions are made by our hiring managers. \nOriginally posted on Himalayas","description_format":"text","description_chars":7619,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Growth opportunities","Professional development","Stock options"],"hiring_locations":[{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Information Security","Security Compliance","Cybersecurity AI"],"lifecycle":[{"event":"open","at":"2026-10-22T20:28:15Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 2","filings_12m":2,"filings_prev_12m":3,"green_card_filings_12m":0,"median_offered_wage_usd":187500,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":13,"expected_fill_days":117,"reasons":["seen:13","win:early"],"computed_at":"2026-11-05T05:54:30Z"},"pay":null,"html_url":"https://alion.io/job/fable-security-senior-enterprise-customer-success-manager-csm","json_url":"https://alion.io/job/fable-security-senior-enterprise-customer-success-manager-csm.json","meta":{"generated_at":"2026-11-06T02:54:48Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4954,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":171260},"rest":"https://alion.io/mcp/rest/get_company?id=171260"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffable-security-senior-enterprise-customer-success-manager-csm"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffable-security-senior-enterprise-customer-success-manager-csm"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffable-security-senior-enterprise-customer-success-manager-csm"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fable-security-senior-enterprise-customer-success-manager-csm\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffable-security-senior-enterprise-customer-success-manager-csm"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3110363}},{"tool":"search_jobs","arguments":{"company":"fablesecurity.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3110363},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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