[Remote] Customer Success Lead - United States - Commercial & Scale at ElevenLabs

San Francisco, California, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Technology, Audio AIIndustries

Requirements

Experience leading and coaching a high-performing Customer Success team
Ability to act as a player-coach, directly managing priority accounts and joining key customer conversations
Expertise in leading complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities
Skills in setting strategic direction, aligning initiatives with company goals and market trends
Proficiency in monitoring and optimizing delivery quality, ensuring consistency, excellence, and predictability in customer outcomes
Capability to design and implement repeatable playbooks for renewals, upsells, and adoption
Experience automating workflows and tools to scale team impact
Ability to own development and optimization of best practices for Commercial and Scale playbooks
Skills in building and maintaining executive-level relationships, serving as a strategic advisor and customer advocate

Responsibilities

Lead, coach, and develop a high-performing CS team, owning team quota performance, customer retention, and expansion goals
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
Implement 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

Skills

Key technologies and capabilities for this role

Customer SuccessAccount ManagementSaaSAIAudio AICommercial SalesScale OperationsClient RelationshipStrategic PlanningCross-functional Collaboration

Questions & Answers

Common questions about this position

Is this position remote?

Yes, this is a remote position available in the United States.

What benefits does ElevenLabs offer?

Benefits include an annual discretionary stipend for learning and development, a monthly co-working stipend if not near main hubs, an annual company offsite in a new location, and a social travel stipend to meet colleagues.

What skills or experience are required for the Customer Success Lead role?

The role requires experience leading and coaching a high-performing Customer Success team, managing team quota performance, customer retention, expansion goals, and acting as a player-coach by directly managing priority accounts.

What is the company culture like at ElevenLabs?

The culture emphasizes high-velocity work with rapid experimentation, lean autonomous teams, minimal bureaucracy, impact over job titles, AI-first approaches, excellence everywhere, and a global team prioritizing talent over location.

What makes a strong candidate for this role?

Strong candidates are those who want to work hard, create lasting impact, have experience leading CS teams, and thrive in a high-velocity, AI-first environment with lean autonomous teams.

ElevenLabs

Generates long-format speech in any voice

About ElevenLabs

Eleven Labs focuses on voice technology, providing a platform that generates long-format speech in various voices and languages. This technology is designed for content creators, publishers, and media production businesses, enabling them to create audiobooks, podcasts, and voiceovers with natural-sounding voices. Users can access the platform through a subscription model, allowing them to scale their usage based on their needs. Eleven Labs differentiates itself by continuously enhancing its AI algorithms and expanding its voice and language options, catering to the increasing demand for personalized audio experiences. The company's goal is to transform storytelling by offering high-quality voice generation tools that enhance the way audio content is produced.

New York City, New YorkHeadquarters

2022Year Founded

$98.2MTotal Funding

SERIES_BCompany Stage

Consumer Software, AI & Machine LearningIndustries

51-200Employees

Benefits

Remote Work Options

Flexible Work Hours

Professional Development Budget

Risks

Removing job titles may cause internal confusion and inefficiencies at ElevenLabs.

High valuation could lead to increased scrutiny from competitors and regulators.

Intense competition from companies like Voicemod threatens ElevenLabs' market share.

Differentiation

ElevenLabs offers a unique platform for generating long-format speech in any language.

The company focuses on natural and compelling voice technology for content creators.

ElevenLabs' Flash Voice Model provides the fastest text-to-speech solution with 75ms delay.

Upsides

ElevenLabs raised $80M in 2024, enhancing product refinement and safety measures.

The AI Engineer Pack attracts developers by reducing financial constraints during experimentation.

Partnership with Klarna showcases ElevenLabs' influence in AI marketing for global campaigns.

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