ElevenLabs

Customer Success Lead

ElevenLabs

full-time

Posted on:

Location Type: Remote

Location: United Kingdom

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Job Level

Senior

About the role

  • 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.

Requirements

  • 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.
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 successpost-salesSaaSCS methodologiessuccess planningadoption frameworksROI storytellingdata insightsanalytical skillsoperational skills
Soft skills
leadershipcoachingteam developmentplayer-coach mindsetstrategic directionrelationship buildinginfluencingfeedback-driven cultureaccountabilitycustomer advocacy