Customer Success

Summary

Join ElevenLabs, a pioneering voice technology company, as a remote Customer Success Manager focusing on the APAC region. You will be a key member of an early-stage team, building relationships with commercial and enterprise clients, driving product adoption, and managing account renewals and expansion. This role requires strong communication, analytical, and problem-solving skills, along with fluency in Mandarin and English. ElevenLabs offers a remote-first work environment, a global team, and opportunities for continuous growth and development. The company is experiencing rapid growth and offers a chance to be an early member of a successful company.

Requirements

• 3-7 years of previous experience in Customer Success in a fast paced, SaaS organisation
• A strong builder and customer excellence mindset
• Commercial experience - you will own renewals and expansion for your book of business
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization
• Excellent problem-solving and analytical skills to address customer needs and concerns
• A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale
• Fluency in Mandarin and English - Must possess professional-level fluency in Mandarin, with the ability to confidently communicate and engage with customers, negotiate contracts, and articulate complex ideas both verbally and in writing

Responsibilities

• Be part of an early CS team with endless opportunities for impact
• Partner with the CS team to help develop a scalable CS playbook and framework that supports our customers in the APAC region
• Build and maintain strong relationships with a book of commercial and enterprise clients in the APAC region - you’ll specifically be managing customers across East Asia, Southeast Asia and Oceania
• Play a key role in onboarding new clients and driving long term adoption of multiple products
• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion
• Own expansion and renewal of accounts within your book of business
• Measure and improve customer satisfaction & experience
• Own your customer success KPIs (NRR/GRR) and track against the company goals

Preferred Qualifications

Experience in a bilingual work environment is highly preferred

Benefits

• High-velocity innovation: Rapid experimentation, lean autonomous teams, and minimal bureaucracy
• A truly global team: Collaboration with teammates across 30+ countries, a global customer footprint and office hubs in New York, London and Warsaw. Annual company offsite for the whole team to get together (the last one in Croatia!)
• Remote first: We prioritize your talent, not your location, with structured asynchronous workflows for maximum impact and minimal meetings
• Continuous growth : Collaborate with AI leaders, shape your path, and contribute where you excel most