Role Description Fable is seeking a world-class Enterprise 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 strong relationships with champions and decision-makers and helping customers achieve meaningful business outcomes. This role plays a critical part in driving Fable’s mission to empower people with disabilities to participate, contribute, and shape society, by helping customers practice inclusive product development. In this role, you will own the customer journey end-to-end — from onboarding and adoption through renewal — and act as the primary point of accountability for retention, identifying expansion opportunity, and long-term customer value. For this role, we are looking for applicants within the Vancouver and Greater Toronto Areas that can work within North American time zones. If you believe that you match the majority of this job description, we highly encourage you to apply! Qualifications - 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) Requirements - Willing to learn about accessibility and follow inclusive design practices - Open to doing things you’re good at a little bit differently (like leveraging accessibility features in PowerPoint) - Open to working in a fast-moving team - Willing to learn new tools and adjust quickly - Able to work within bounds of North American time zones, Eastern Time preferred Benefits - Stock options - Career growth opportunities - Professional development support - Health and dental coverage - And more Our values - To lead, listen first: You amplify voices that are less often heard and create space for those voices to grow. - The brain is a muscle: If you're going to do something, you will do it well. Practice often and rest when needed. - Unlearn to learn: It's essential to understanding our personal bias and position so that we can grow. Pay range $100,000 – $131,250. The on-target earning 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.

• Serve as a strategic thought partner and quality check for our digital strategy team across several accounts • Develop frameworks, shape briefs, and contribute directly to strategy deliverables when the work calls for it • Provide strategic direction across several accounts, shaping new initiatives with clients and translating them into operational plans • Oversee and contribute to performance reporting, with the ability to present results and strategic implications directly to clients • Own strategic oversight on a handful of accounts, including hands-on maintenance of existing roadmaps, audit reviews, and prioritization guidance • Contribute to bi-weekly performance reporting — pulling insights, identifying trends, translating data into clear recommendations • Join key meetings as needed, leading senior-level conversations, and being prepared to present work • Collaborate actively with Paid Media, Creative, and Account leads to keep integrated workstreams moving

Role Description The SC Enterprise Customer Success Manager owns the post-sale experience for Clearstory's largest Specialty Contractor accounts. You will manage a focused portfolio of Enterprise accounts through a high-touch engagement model — including comprehensive onboarding, field training, regular business reviews, and proactive expansion partnership with your aligned Account Executive. This is a relationship-first, strategic role. Success here requires the ability to build trust with decision-makers at complex construction companies, understand their business deeply, and translate that knowledge into measurable outcomes — both for the customer and for Clearstory. Core Responsibilities - Own a portfolio of SC Enterprise accounts and drive strong renewal and expansion outcomes through proactive engagement. - Lead comprehensive onboarding experiences including planning calls, exec check-ins, project team trainings, and more — ensuring full adoption across the customer organization. - Conduct regular Implementation Reviews and QBRs to demonstrate value, surface risks, and identify expansion opportunities. - Monitor health scores and product usage signals to identify at-risk accounts and develop intervention plans before issues escalate. - Partner closely with Account Executives to identify, develop, and coordinate expansion opportunities — AEs own the deal, but you own developing the proof points and adoption that makes expansion possible. - Manage renewal outreach and coordination for your book, using account knowledge and health signals to engage at the right time with the right message. - Serve as the escalation point for complex support issues and advocate internally for Enterprise customer needs with Product and Engineering. - Contribute to documentation and best practices for the ENT CS motion, helping define what excellent high-touch customer success looks like at Clearstory. Qualifications - Experience as a PM or PE at a commercial Specialty Contractor. - Experience with change order request processes. - Ability to demonstrate your strategic approach to problem solving. - Analytical instincts — comfortable reading dashboards, analyzing data, and usage metrics to prioritize your time. - Strong relationship-building skills — you can earn trust with executives and field teams alike. - Excellent verbal and written communication — comfortable running meetings, presenting at QBRs, and writing clear follow-up communications. - High ownership and proactivity — you don't wait for accounts to raise their hand; you monitor signals and act before problems surface. - Collaboration skills — you work well with AEs, Support, and Product without needing to own every outcome yourself. Characteristics and Experience We Will Look For - Have led internal initiatives involving executives and other stakeholders. - Involved in software deployments at a construction company. - Creative in your approaches. - Demonstrated proactivity to drive tasks forward. Benefits - Competitive market-rate salary for a Series B company. - Subsidized healthcare, vision, and dental. - Flexible remote work. - Continuous training in Customer Success methodology, automation best practices, and AI tooling. - Generous PTO plan. - 401k. - Early equity! Company Description At Clearstory we make the construction industry more efficient by using technology to better communicate project costs between companies. Every day thousands of pounds of paper and hundreds of personnel hours are consumed to record and communicate extra work completed on construction job sites around the world. These pieces of paper can take days or weeks to reach the office and from there need to be scanned, manually transcribed, and tediously recorded into spreadsheets, that is, if they aren’t lost or damaged first. In an industry with constant change and thin margins, this results in a massive loss of valuable time and money for hard working contractors. Clearstory creates tools to help contractors dramatically increase the organization and efficiency of this system, called “change order communication,” by intelligently digitizing this age-old paper process. This leads to an increase in profits, more successful contractor to customer relationships, more transparency into a project’s true cost, and less wasted paper!

• Drive forward Pluralsight’s Client Engagement Model to ensure customer and Pluralsight’s mutual success • Anticipate customer needs and proactively forecast and mitigate risk throughout the customer life cycle, ensuring a streamlined renewal and negotiation process, and ultimately positioning your accounts for growth • Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service • Partner with cross-functional teams, including sales, to identify growth opportunities and ensure a seamless customer journey • Provide advanced product information and use your expertise to recommend the right services and configurations to meet each customer's specific needs