[Hiring] Customer Success - Strategic @ElevenLabs

Role Description

Drive strategic account management: Build and manage high-impact relationships across a book of 20-30 enterprise and strategic clients, ensuring alignment between customer objectives and product strategy.

Accelerate customer value: Lead onboarding and long-term adoption initiatives across multiple products, ensuring customers achieve meaningful and measurable outcomes.

Drive multi-product adoption: Analyze customer usage and engagement across our product suite to identify opportunities for increasing adoption, deepening integration, and maximizing customer value across our customers' business.

Own commercial outcomes: Manage renewals and expansions across your portfolio, owning key metrics such as Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and new product expansion while also contributing to overall company growth targets.

Shape the CS organization: Partner with CS Leadership and cross-functionally with Engineering, Sales, and other cross-functional teams to refine processes, develop scalable solutions, and define best practices that enhance the customer experience.

Champion customer success excellence: Act as the voice of the customer internally, influencing roadmap priorities and ensuring long-term partnership success.

Qualifications

• 7-10 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment.
• Proven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies).
• Deep experience operating with strategic accounts in the DACH market - you understand the ecosystem, challenges, and nuances of this market and can guide the rest of the GTM team on these.
• Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals.
• A builder mindset with a focus on scalable systems, operational excellence, and continuous improvement.
• Exceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizations.
• Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities.
• Fluency in English and German is essential; additional languages are an asset.

Requirements

• 7-10 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment.
• Proven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies).
• Deep experience operating with strategic accounts in the DACH market - you understand the ecosystem, challenges, and nuances of this market and can guide the rest of the GTM team on these.
• Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals.
• A builder mindset with a focus on scalable systems, operational excellence, and continuous improvement.
• Exceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizations.
• Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities.
• Fluency in English and German is essential; additional languages are an asset.

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.