Note: The job is a remote job and is open to candidates in USA. ElevenLabs is an AI research and product company transforming how we interact with technology. As the Enterprise Customer Success Lead, you'll lead a team of Customer Success Managers to drive excellence in post-sales outcomes and ensure measurable value for customers and the business, all while navigating a rapidly scaling organization.

Responsibilities

• Lead, coach, and develop a high-performing Enterprise CS team, owning team quota 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
• Drive revenue outcomes as a core mandate — building a team culture where renewals, upsells, and NRR growth are owned with the same rigor as any quota-carrying sales function
• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities — with a particular focus on cross-sell and driving ElevenAgents as the agent of choice across the Enterprise portfolio
• Set strategic direction for the team, including how we segment and structure the Enterprise post-sales playbook as the business scales — 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; embed AI agents and automation into workflows by default to scale team impact
• Champion AI fluency across the team — set expectations, build capability, and create an environment where every team member is actively experimenting with and adopting AI-powered approaches to their work
• 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 Revenue & cross-functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams

Skills

• 8+ years of experience in Customer Success or post-sales roles within SaaS, with meaningful focus on Enterprise accounts
• Proven track record of owning and exceeding NRR, renewal, and expansion targets — with a clear commercial instinct and revenue-first mindset
• 3+ years of direct people leadership experience — managing senior 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
• Deep AI fluency — you use AI tools in your own daily workflow, understand what AI agents and automation can do, and are ready to lead a team through a meaningful shift in how work is designed and executed
• Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios
• Demonstrated success in achieving or 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)
• Strategic operational thinking: able to make sound decisions around playbook design, segment structure, and cross-sell motion as the business continues to scale
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes
• 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.

Company Overview