Customer Success Manager (Remote)

Employment Type: Full-Time Location Type: Remote (Global), with optional offices in New York and San Francisco.

About ElevenLabs

ElevenLabs is at the forefront of Audio AI, empowering millions to read articles, voice over videos, and recover lost voices. Leading developers and enterprises leverage ElevenLabs for AI agents in support, sales, and education.

Launched in January 2023, ElevenLabs pioneered human-like speech AI. In January 2025, we secured a $180 million Series C funding round, valuing the company at $3.3 billion, co-led by Andreessen Horowitz and ICONIQ Growth, with continued support from prominent tech figures.

As a rapidly scaling, two-year-old company, ElevenLabs offers an environment for hard work and significant impact.

How We Work

• High-velocity: We embrace rapid experimentation, lean autonomous teams, and minimal bureaucracy.
• Impact over job titles: We focus on the impact individuals make, with no task being above or beneath anyone.
• AI-first: We utilize AI across all departments—engineering, growth, and operations—to enhance speed and quality.
• Excellence everywhere: Our commitment is to match the quality of our AI models in all endeavors.
• Global team: Talent is prioritized over location. We are remote-first with optional offices in London, New York, San Francisco, Tokyo, and Warsaw.

What We Offer

• Flexible time off: We trust our team to manage their rest and the demands of an early-stage startup.
• Coworking: A monthly stipend is provided for those not located near our main hubs.
• Learning & development: An annual discretionary stipend for professional development.
• Social travel: An annual discretionary stipend for team meetups.
• Annual company offsite: An all-company gathering in a new location each year.

About the Role

We are seeking a self-starting, highly energetic Customer Success professional based in the USA, with a passion for voice technology. Our approach is to build long-term partnerships with our clients, offering top-notch onboarding, daily management, and value extraction experiences.

Responsibilities

• Manage a book of approximately 100 accounts.
• Contribute to the development of ElevenLabs’ scaled Customer Success playbook to support Enterprise business growth.
• Cultivate and maintain strong relationships with high-potential clients to drive their success.
• Own the upsell, cross-sell, and renewal processes for the scale segment.
• Implement a "value at volume" mindset by creating repeatable, self-serve processes and resources for customers.
• Measure and enhance customer satisfaction and experience.
• Monitor customer product usage and adoption to identify improvement opportunities and revenue expansion.
• Track and manage Net Revenue Retention (NRR) and customer health KPIs against company goals.

Requirements

• 1-3 years of prior Customer Success experience in a SaaS, fast-paced organization.
• A strong mindset focused on scalability and customer excellence.
• Excellent communication and interpersonal skills, with the ability to build relationships across all organizational levels.
• Strong problem-solving, technical, and analytical skills to address customer needs effectively.
• A hybrid customer- and product-driven mentality prioritizing client satisfaction and scale.

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