Customer Success

Summary

Join ElevenLabs, a pioneering voice technology company, as a remote Customer Success Manager! This role involves building and maintaining strong relationships with commercial clients, developing customer onboarding programs, monitoring product usage, and driving account expansion and renewals. You will be a key member of an early CS team, contributing to the development of scalable customer success frameworks. The ideal candidate possesses 3-5 years of experience in customer success within a fast-paced SaaS environment, strong analytical skills, and excellent communication abilities. ElevenLabs offers a remote-first work environment, a global team, and opportunities for continuous growth within a rapidly innovating company.

Requirements

• 3-5 years of previous experience in Customer Success in a fast paced, SaaS organisation
• Experience developing programs and processes that deliver best in class customer experiences at scale
• Strong proficiency in using data analytics and CRM tools to monitor customer health, derive actionable insights, and measure the impact of playbooks and customer programs
• 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

Responsibilities

• Be part of an early CS team with endless opportunities for impact
• Partner with the CS team to help develop the Scale CS playbook and framework that supports our customers internationally
• Build and maintain strong relationships with a book of 80-100 commercial clients in the EMEA region
• Play a key role in developing programs to onboard and manage customers at scale to drive 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

You speak another language like German or French

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