Customer Success Lead - UK/I

Навыки

• Customer Success
• Data Quality
• Google Tag Manager
• Лидерство
• Производство
• Retention и отток
• Роадмап

О компании и продукте

• ElevenLabs is an AI research and product company transforming how we interact with technology.
• We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always.
• We have expanded from voice into three main platforms:
• ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale.

Задачи

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices
• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends
• Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency
• Design and implement repeatable playbooks for renewals, upsells, and adoption
• automate workflows and tools to scale team impact
• Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves
• Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums
• Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies
• Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams

Требования

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts
• Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes
• 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement
• Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact
• Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios
• Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management
• Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment)
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes
• Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset
• Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team
• This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin
• We are an equal opportunity employer and do not discriminate on the basis of race, religion, national origin, gender, sexual orientation, age, veteran status, disability or other legally protected statuses

Условия

• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible
• Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities
• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend
• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose
• Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy
• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend

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