Customer Success Lead – Commercial & Scale

November 7

🏄 California – Remote

Although this job is listed in California, this company may be open to hiring remote in other states.

⏰ Full Time

🟠 Senior

🏆 Customer Success

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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

• Lead, coach, and develop a high-performing 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. • 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 Revenue & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

🎯 Requirements

• 7+ years of experience in Customer Success or post-sales roles within SaaS, ideally with commercial or mid-market 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. • 2–3+ 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 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). • 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.