Customer Success Lead

ElevenLabs

Customer Success Lead managing a high-performing team within a dynamic AI company. Focus on customer retention and strategic account management for UK&I region.

Posted 7/13/2026full-timeRemote • 🇬🇧 United KingdomSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Customer Success leadership, with a strong focus on driving customer retention, expansion, and NRR performance. Capable of developing high-performing teams through coaching, strategic direction, and the implementation of best practices in SaaS environments.

Highest-signal resume keywords

Customer Success LeadershipSaaS ExperienceTeam Development and CoachingAccount ManagementCS Methodologies Expertise

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer RetentionExpansion GoalsData AnalysisPerformance OptimizationRenewal StrategiesAdoption FrameworksROI StorytellingStrategic Account ManagementProcess RedefinitionWorkflow Automation

Soft Skills

Player-Coach MindsetRelationship BuildingInfluencing SkillsFeedback-Driven CultureAnalytical Thinking

Tools & Technologies

SalesforceGongSigmaPylon

Industry Keywords

Customer SuccessPost-Sales RolesUK&I AccountsCS MethodologiesOperational Efficiency

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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.