Sales Enablement – Expansion

🕒 April 3

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ElevenLabs

WebsiteLinkedInAll Job Openings

1 - 10 employees

💰 $19M Series A on 2023-06

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.

📋 Description

• Own the CS and expansion enablement foundation. • Design and own ElevenLabs' global CS and expansion enablement strategy across onboarding, skill-building, and ongoing mastery. • Define what "Expansion Ready" and "Retention Ready" mean at ElevenLabs and build the paths to get CSMs and AEs there. • Establish scalable frameworks that support both the CSM motion (adoption, health, renewal) and the AE expansion motion (cross-sell, upsell). • Create structured onboarding journeys for new CSMs covering product mastery, customer lifecycle management, health scoring, and renewal execution. • Design and deliver adoption playbooks that help CSMs drive usage, engagement, and value realization across customer segments. • Build churn prevention frameworks including early warning indicators, save plays, and escalation paths. • Enable CSMs to conduct effective business reviews, usage analyses, and value documentation. • Develop technical fluency programs so CSMs can confidently discuss APIs, agent configurations, integrations, and implementation best practices. • Create cross-sell and upsell playbooks for AEs covering expansion discovery, multi-product positioning, and deal execution. • Design enablement for identifying expansion signals — usage patterns, new use cases, stakeholder mapping, and whitespace analysis. • Enable AEs to articulate the full ElevenLabs platform story (Creative, Agents, and API) to drive multi-product adoption. • Develop competitive positioning for expansion conversations. • Partner with Customer Success leads to identify adoption gaps and build targeted enablement interventions. • Create customer-facing resources (guides, videos, best practices) that CSMs can use to drive self-serve adoption. • Build "Time to Value" programs that help customers realize ROI faster. • Develop renewal execution playbooks covering timeline management, stakeholder alignment, and negotiation frameworks. • Build and maintain enablement materials including playbooks, training decks, videos, workshops, and LMS content. • Collaborate with Product Marketing, Sales, and Product to translate product releases into CS and expansion-ready materials. • Develop role-play scenarios, call libraries, and coaching frameworks for managers. • Use ElevenLabs' voice and agent technology to create localized, voice-enabled training content. • Build AI-powered coaching tools and practice environments for CSMs and AEs. • Facilitate live virtual trainings, workshops, and certifications across regions and time zones. • Design async learning paths that scale globally. • Run regular enablement office hours and deal/account clinics. • Define and track enablement KPIs such as time to first value, net revenue retention, gross retention, expansion pipeline, CSM ramp time, and adoption metrics. • Partner with Customer Success and Sales leadership to connect enablement efforts to business outcomes. • Use data and feedback to continuously iterate on programs. • Document best practices, establish operating rhythms, and influence how CS and expansion enablement evolves as the customer base and sales org scale.

🎯 Requirements

• 4–7+ years of experience in customer success, sales enablement, solutions consulting, or GTM enablement in a SaaS or platform company. • At least 2 years in a customer-facing role (CSM, AM, Solutions, or similar) with direct experience driving adoption, retention, and/or expansion. • Technical fluency — you can navigate API documentation, understand integration architectures, and credibly discuss technical implementations. • Proven experience building enablement programs from scratch in fast-moving environments. • Full-stack enablement skills: live facilitation, content creation, e-learning development, and presentation design. • Strong understanding of B2B SaaS customer lifecycle, health scoring, and retention metrics. • Deep familiarity with expansion motions — cross-sell, upsell, and multi-product positioning. • Experience designing both live and self-serve training, including certification programs. • Confident facilitator and presenter for global audiences. • Strong stakeholder management skills across Customer Success, Sales, Product, and Marketing teams. • Analytical mindset with experience defining and tracking enablement effectiveness. • Comfortable operating across global time zones and cultures. • Fluency in English; additional languages are a plus.

🏖️ 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.