customer support representative - wholesale

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. About 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. A 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. You 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. Success 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. This 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. We welcome applicants based in the Greater Toronto areas who can work within North American time zones. Responsibilities Product adoption & usage Own adoption and sustained product usage across your portfolio, helping customers embed Fable into their product development and research workflows. Build 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. Proactively 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. Retention & commercial management Own customer retention and the renewal process from planning through signature, with accountability for gross revenue retention (GRR) and net revenue retention (NRR) targets. Build 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. Prepare and manage renewal proposals and order forms, coordinating with Legal, Security, Finance, and Sales to navigate contract and procuremen