ElevenLabs

Customer Success – Strategic

ElevenLabs

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇺🇸 United States

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Job Level

SeniorLead

About the role

  • Own a portfolio of key accounts, building deep executive-level relationships and acting as the primary voice of the customer within our organization.
  • Develop and execute account growth strategies: identifying expansion and cross-sell opportunities, aligning on business outcomes with customers, and driving mutually beneficial roadmaps.
  • Partner with internal stakeholders (Sales, Engineering, Growth, RevOps) to align the customer’s journey, elevate adoption, blueprint value, and resolve complex business-or-technical challenges.
  • Monitor and optimize customer health across adoption, usage, ROI, and retention metrics; establish proactive interventions to mitigate churn risk and unlock expansion potential.
  • Serve as a key contributor to our CS playbook: influencing processes, best-practices, success frameworks and scalability approaches that support our strategic customer growth ambitions.
  • Represent the customer voice and performance insights in senior leadership forums, reporting on account performance, risk/upsell pipeline, strategic initiatives and overarching partnerships.
  • Actively evangelise our product and vision internally and externally: you’ll present at business reviews, articulate value to stakeholders, and reinforce our status as a strategic partner rather than simply a vendor.
  • Operate with autonomy and rigour in a high-velocity, scale-up environment, setting the bar for strategic impact, customer advocacy and measurable business outcomes.

Requirements

  • 7+ years of Customer Success, Strategic Account Management, or Enterprise Customer/Partner-facing roles in a SaaS or technology business, with at least 3-5 years in a senior/strategic role.
  • Demonstrated technical acumen and product fluency — comfortable engaging in discussions on integration design, platform configuration, and data flow; able to partner effectively with technical stakeholders to drive adoption and innovation.
  • Proven track record managing and growing a portfolio of high-value enterprise customers - successfully driving renewal, expansion and advocacy.
  • Strong business acumen: ability to craft and manage account strategies, build ROI-based value cases, influence at C-level, link product usage to business outcomes.
  • Excellent interpersonal and executive communication skills - comfortable engaging senior stakeholders, navigating complex organizations, aligning internal and external priorities.
  • Demonstrated operational discipline: tracking and driving customer health metrics, forecasting renewal and expansion outcomes, identifying risks and upside, and turning insights into action.
  • Experience collaborating cross-functionally with product, engineering, sales, operations and marketing to drive adoption, feature adoption, co-innovation, and seamless customer journeys.
  • Strategic mindset with a bias for action: you thrive in ambiguous, fast-moving environments and are comfortable creating structure where none yet exists.
  • Desire and ability to be a product champion: you understand the technical and business value of software platforms, are curious about innovation, and can translate features into strategic advantage for customers.
  • Data-driven orientation: fluent in metrics, dashboards and analytics comfortable using customer usage data, NRR/GRR, health scores and other KPIs to guide decision-making and account planning.
  • Passion for building long-term partnerships: you excel not just at delivery, but at elevating the relationship to one of strategic value, trust and growth.
  • Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.
Benefits
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer SuccessStrategic Account ManagementEnterprise Customer ManagementTechnical AcumenIntegration DesignPlatform ConfigurationData FlowAccount StrategiesROI-based Value CasesMetrics Analysis
Soft skills
Interpersonal SkillsExecutive CommunicationOperational DisciplineStrategic MindsetBias for ActionProduct ChampionRelationship BuildingTrust BuildingNavigating Complex OrganizationsAligning Priorities