Customer Success Lead

🕒 July 13

🌐 United Kingdom, Ireland – Remote

🇬🇧 United Kingdom – Remote 🇮🇪 Ireland – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 47%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ElevenLabs

WebsiteLinkedInAll Job Openings

1 - 10 employees

🤖 Artificial Intelligence

📱 Media

💰 $19M Series A on 2023-06

Artificial Intelligence • Media

ElevenLabs is a research lab dedicated to exploring new frontiers in voice generation. Their mission focuses on making content universally accessible in any language and voice. Through innovative research and deployment of novel methods in voice AI, ElevenLabs aims to enhance the enjoyment of content for diverse audiences and viewers.

📋 Description

• Lead, coach, and develop a high-performing Customer Success team across the UK&I region • Own team and regional NRR performance, customer retention, and expansion goals • Directly manage priority accounts and participate in key customer conversations • Lead complex post-sales and renewal cycles, drive adoption, unblock issues, and identify expansion opportunities • Set strategic direction aligned with company goals and market trends • Monitor and optimize delivery quality across accounts • Implement scalable processes improving accuracy, visibility, and operational efficiency • Design and implement playbooks for renewals, upsells, and adoption • Automate workflows and tools to scale team impact • Develop and optimize Commercial and Scale playbooks • Build executive-level relationships and serve as a strategic advisor and customer advocate • Represent customer needs in leadership discussions and influence roadmap, operations, and revenue strategies • Partner with Europe GTM and cross-functional leadership across customer success, sales, and operations

🎯 Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally including UK&I accounts • Demonstrated technical acumen and ability to navigate product capabilities, integrations, and data insights • 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent • Strong player-coach mindset • Demonstrated success exceeding renewal, expansion, and NRR goals • Expertise in Customer Success methodologies and best practices, including success planning, adoption frameworks, ROI storytelling, and executive alignment • Strong analytical and operational skills, including using data to identify trends, optimize workflows, and forecast outcomes • Experience building processes and playbooks from scratch • AI-first mindset • Familiarity with Salesforce, Gong, Sigma, and Pylon is a bonus • Must be able to work from within the UK&I region

🏖️ Benefits

• Annual discretionary professional development stipend • Annual discretionary stipend for meeting colleagues • Annual company offsite • Monthly co-working stipend for employees not near a main hub • Option to work from ElevenLabs offices in London and Dublin • Remote-first working arrangement