Scaled Customer Success

This role is remote, so it can be executed globally. If you prefer, you can work from our offices in London and Warsaw. 

About ElevenLabs 

At ElevenLabs, we are pioneering voice technology with our cutting-edge research and products. 

We launched in January 2023 and have since reached over 1 million users globally and have partnered with the world’s biggest names (see customer stories). We have closed our Series-C funding at 3.3B valuation earlier this year and are backed by the leading names in tech and AI (Nat Fridman, Daniel Gross, Andreessen Horowitz, Instagram co-founder Mike Krieger, Oculus VR co-founder Brendan Iribe, Deepmind & Inflection co-founder Mustafa Suleyman, and many others). 

We are at an exciting phase of our growth and innovation and are looking for ambitious people to help us further push the boundaries of voice AI. This is a rare chance to be an early member of a company on the rise. If this excites you, we want to meet you! 

Who we are

A global team of passionate and innovative individuals united by curiosity and a shared goal: to be the first choice for AI audio solutions. Together, we are shaping a new technology and market from the ground up. We innovate quickly and take pride in getting things right, from the big picture initiatives to the details that keep us moving smoothly every day. We work with high autonomy and accountability where the best idea wins at any time and from anyone. 

About the role

We’re looking for a self-starter, highly energetic Customer Success Manager, who is passionate about voice technology. We don’t just sell a product, we’re building a community of highly engaged people that want to partner with us for the long term. We love working with our customers to support and guide them through their voice AI journey with a focus on ultimately driving long term value for them. Our CS team is at the forefront of this. In this role you will:

• Be part of an early CS team with endless opportunities for impact . You’ll 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.

Who you are

We're looking for exceptional individuals who combine technical excellence with ethical awareness, who are excited by hard problems and motivated by human impact. You’ll strive with us if you: 

• Are passionate about audio AI driven by a desire to make content universally accessible and breaking the frontiers of new tech.  

• Are a highly motivated and driven individual with a strong work ethic. Our team is aware of this critical moment of audio AI evolution and is committed to going the extra mile to lead. 

• Are analytical, efficient, and strive on solving complex challenges with a first principles mindset. 

• Consistently strive for excellence, delivering high-quality work quickly and exceeding expectations.

• Take initiative and work autonomously from day one, prioritizing learning and contribution while leaving ego aside.

What you bring

• 3-5 years of previous experience in Customer Success in a fast paced, SaaS organisation.

• You have 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.

• Nice to have: you speak another language like German or French

What we offer

• 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.