Description:
Fable is seeking a world class customer success manager to own a portfolio of our enterprise customers. Working directly with top global brands, the ideal candidate has experience and passion for building relationships with champions, decision makers, and making customer's business outcomes a reality. The ECSM will play a critical role in driving forward Fable's mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development.
Requirements
Responsibilities
Adoption & Growth
- Own client retention, satisfaction and delight for your customers.
- Become your customers' trusted advisor at Fable via regular check-ins, events, and Executive Business Reviews.
- Provide continuing education for customers to maximize product usage, identifying new or unused Fable features that could provide value for your customer and represent an upsell opportunity.
- Partner with Account Executives and Renewals and Growth manager to drive account growth and Net Revenue Retention.
- Own onboarding of new customers and their ongoing journey with Fable products.
- 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 objectives with Fable.
- Proactively analyze your customer product usage to identify opportunities and risks to account health.
Advocacy
- Drive customer advocacy by building strong customer relationships and creating mutual value for your customers and Fable.
- Build multithreaded relationships within your accounts – with everyone from champions to executives.
- Advocate for your customers, soliciting and synthesizing customer product feedback to contribute to product development.