Lead Customer Success Manager driving Workiva platform adoption, customer value, renewals, and ROI. Advising Canadian enterprise executives for Workiva’s AI - powered finance, risk, and sustainability platform.
About the role
- Senior Enterprise Customer Success Manager driving enterprise retention and product adoption for Fable, which makes digital products more accessible. Managing renewals, executive relationships, and inclusive research outcomes.
Responsibilities
- Own customer retention and drive sustained product usage across a portfolio of enterprise accounts
- Build trusted relationships with senior leaders across accessibility, design, product, UX, engineering, and research
- Own the customer journey from onboarding and adoption through renewal
- Grow platform usage and help customers establish consistent accessibility research practices
- Use product usage data and customer insights to identify churn risks and lead action plans
- Build and execute shared success plans with measurable usage goals, business outcomes, milestones, and clear ownership
- Own the renewal process and accountability for gross revenue retention and net revenue retention targets
- Build renewal business cases and identify expansion opportunities, partnering with Sales
- Prepare and manage renewal proposals and order forms with Legal, Security, Finance, and Sales
- Maintain renewal forecasts and lead commercial conversations
- Lead business reviews, demonstrate customer impact, and secure stakeholder commitments
- Develop customer advocates and identify opportunities for references and case studies
- Partner with Platform Support and Innovation teams to resolve issues and remove adoption barriers
- Coordinate with Sales, Product, Marketing, and Finance on account plans
- Translate customer feedback and renewal insights into product and roadmap input
- Improve Customer Success processes, playbooks, and engagement strategies
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
- Ability to work within North American time zones
- Applicants based in the Greater Toronto areas
Benefits
- Stock options
- Career growth opportunities
- Professional development support
- Health and dental coverage
- Accessibility accommodations during the hiring process or employment
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Salesforce Customer Success Manager driving Sales and Service Cloud adoption for high - value customers. Advising stakeholders, improving platform usage, and coordinating customer success and renewal outcomes.
Customer Success Manager driving adoption, retention, and expansion for DistillerSR’s AI - enabled healthcare research platform. Advising medical device, pharmaceutical, and research customers on workflows and value.
Sr. Manager, Client Success supporting Veradigm’s healthcare technology and data solutions. Partnering across a network serving healthcare providers, life sciences, health plans, and patients.
Head of Customer Success leading global retention, advocacy, and support for an enterprise parking SaaS platform. Managing a 10 - person team and strategic customers across the United States and Canada.
Senior CRM Specialist building and optimizing Adobe Experience Cloud campaigns and journeys. Supporting Level’s AI - powered performance marketing agency and its complex - brand clients.
CRM Specialist mapping and optimizing customer journeys for Level, an AI - powered performance marketing agency. Querying enterprise CRM data and building lifecycle strategies across U.S. and Canadian clients.
Customer Success Team Lead guiding North American SaaS managers. Driving customer retention, adoption, health metrics, escalations, and revenue growth at legal AI company Clio.
Senior Client Success Manager managing programmatic advertising campaigns for Zeta Global’s AI - powered marketing cloud. Driving client performance, reporting, satisfaction, and account growth.
Customer Success Manager strengthening public - sector relationships for SymPro’s treasury management software. Supporting renewals, migrations, retention, and account expansion across the United States and Canada.