Job Description: Customer Success Manager

Location Type: Remote Employment Type: Full-Time

This role is remote and can be executed globally. Alternatively, you may choose to work from our offices in New York and San Francisco.

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, partnering with the world's biggest names. We recently closed our Series-C funding at a $3.3B valuation and are backed by leading tech and AI investors including a16z, ICONIQ, NEA, Sequoia, NFDG, and Salesforce.

We are in an exciting phase of growth and innovation, seeking ambitious individuals to help us push the boundaries of voice AI. This is a rare opportunity to be an early member of a rapidly rising company. If this excites you, we want to meet you!

Who We Are

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 big picture initiatives to the daily details that keep us moving smoothly. We operate with high autonomy and accountability, where the best idea wins, regardless of who proposes it.

About the Role

We are looking for a self-starting, highly energetic Customer Success professional based in the USA, who is passionate about voice technology. We don't just sell a product; we are building a community of highly engaged people who want to partner with us long-term. We prioritize listening to our clients to support them with a top-notch onboarding, daily management, and value extraction experience.

In this role, you will:

• Manage a commercial book of business of approximately 50-70 accounts.
• Partner on the development of ElevenLabs’ Customer Success playbook to help us scale to $500M+ in ARR, supporting thousands of enterprises.
• Build and maintain strong relationships with your clients to drive their success.
• Play a key role in onboarding clients and defining best practices globally.
• Measure and improve customer satisfaction and experience.
• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.
• Own your Net Revenue Retention (NRR) and customer health KPIs, tracking them against company goals.

Who You Are

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

• Are passionate about audio AI, driven by a desire to make content universally accessible and break new technological frontiers.
• Are a highly motivated and driven individual with a strong work ethic. Our team understands the critical moment of audio AI evolution and is committed to going the extra mile to lead.
• Are analytical, efficient, and excel at 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

• 3-7 years of previous experience in Customer Success within a SaaS, fast-paced organization.
• A strong scalability and customer excellence mindset.
• 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 customer and product-driven mentality that prioritizes client satisfaction and scale.

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.