Customer Success – Strategic

November 4

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ElevenLabs

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Research Lab. Exploring new frontiers of voice generation. We are researching and deploying novel methods in voice AI to make content enjoyable in any language and voice to benefit new audiences and viewers.

2 - 10 employees

💰 $19M Series A on 2023-06

📋 Description

• Own a portfolio of key accounts, building deep executive-level relationships and acting as the primary voice of the customer within our organization. • Develop and execute account growth strategies: identifying expansion and cross-sell opportunities, aligning on business outcomes with customers, and driving mutually beneficial roadmaps. • Partner with internal stakeholders (Sales, Engineering, Growth, RevOps) to align the customer’s journey, elevate adoption, blueprint value, and resolve complex business-or-technical challenges. • Monitor and optimize customer health across adoption, usage, ROI, and retention metrics; establish proactive interventions to mitigate churn risk and unlock expansion potential. • Serve as a key contributor to our CS playbook: influencing processes, best-practices, success frameworks and scalability approaches that support our strategic customer growth ambitions. • Represent the customer voice and performance insights in senior leadership forums, reporting on account performance, risk/upsell pipeline, strategic initiatives and overarching partnerships. • Actively evangelise our product and vision internally and externally: you’ll present at business reviews, articulate value to stakeholders, and reinforce our status as a strategic partner rather than simply a vendor. • Operate with autonomy and rigour in a high-velocity, scale-up environment, setting the bar for strategic impact, customer advocacy and measurable business outcomes.

🎯 Requirements

• 7+ years of Customer Success, Strategic Account Management, or Enterprise Customer/Partner-facing roles in a SaaS or technology business, with at least 3-5 years in a senior/strategic role. • Demonstrated technical acumen and product fluency — comfortable engaging in discussions on integration design, platform configuration, and data flow; able to partner effectively with technical stakeholders to drive adoption and innovation. • Proven track record managing and growing a portfolio of high-value enterprise customers - successfully driving renewal, expansion and advocacy. • Strong business acumen: ability to craft and manage account strategies, build ROI-based value cases, influence at C-level, link product usage to business outcomes. • Excellent interpersonal and executive communication skills - comfortable engaging senior stakeholders, navigating complex organizations, aligning internal and external priorities. • Demonstrated operational discipline: tracking and driving customer health metrics, forecasting renewal and expansion outcomes, identifying risks and upside, and turning insights into action. • Experience collaborating cross-functionally with product, engineering, sales, operations and marketing to drive adoption, feature adoption, co-innovation, and seamless customer journeys. • Strategic mindset with a bias for action: you thrive in ambiguous, fast-moving environments and are comfortable creating structure where none yet exists. • Desire and ability to be a product champion: you understand the technical and business value of software platforms, are curious about innovation, and can translate features into strategic advantage for customers. • Data-driven orientation: fluent in metrics, dashboards and analytics comfortable using customer usage data, NRR/GRR, health scores and other KPIs to guide decision-making and account planning. • Passion for building long-term partnerships: you excel not just at delivery, but at elevating the relationship to one of strategic value, trust and growth. • 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.