Customer Success Lead - UK/I

ABOUT ELEVENLABS ElevenLabs is an AI research and product company transforming how we interact with technology.

We launched in January 2023 with the first human-like AI voice model.

Today we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta.

Our investors are some of the world's most prominent including Andreessen Horowitz ICONIQ Growth and Sequoia.

We've raised $781M in funding and our last valuation was $11B - multiples of 11 always.

We have expanded from voice into three main platforms: - ElevenAgents enables businesses to deliver seamless and intelligent customer experiences with the integrations testing monitoring and reliability necessary to deploy voice and chat agents at scale. - ElevenCreative empowers creators and marketers to generate and edit speech music image and video across 70+ languages. - ElevenAPI gives developers access to our leading AI audio foundational models.

Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives.

We are researchers engineers and operators.

IOI medalists and ex-founders.

If you want to work hard and create lasting positive impact we want to hear from you.

HOW WE WORK - High-velocity: Rapid experimentation lean autonomous teams and minimal bureaucracy. - Impact not job titles: We don’t have job titles.

Instead it’s about the impact you have.

No task is above or beneath you. - AI first: We use AI to move faster with higher-quality results.

We do this across the whole company—from engineering to growth to operations. - Excellence everywhere: Everything we do should match the quality of our AI models. - Global team: We prioritize your talent not your location.

WHAT WE OFFER - 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.

About the Role As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the UK&I region.

You'll balance people leadership strategic direction and hands-on customer impact - driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.

You will: - Lead coach and develop a high-performing CS team owning team and regional NRR performance customer retention and expansion goals. - Act as a player-coach: 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 implementing 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 as the business evolves. - Build and maintain executive-level relationships across priority accounts serving as a strategic advisor and customer advocate in internal and external forums. - Represent the voice of the customer in leadership discussions influencing roadmap operations and revenue strategies. - Partner with Europe GTM & cross functional leadership to align organizational objectives drive cross-functional initiatives and ensure cohesive execution across customer success sales and operations teams.

Requirements • 10+ years of experience in Customer Success or post-sales roles within SaaS ideally some of this within UK&I accounts. • Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities integrations and data insights to strengthen customer outcomes. • 5+ years of direct people leadership experience — managing CSMs driving team quota and developing talent through coaching and enablement.

Passion for developing people and building a high-performance feedback-driven culture grounded in accountability learning and customer impact. • Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios. • Demonstrated success in exceeding renewal expansion and NRR goals through effective customer engagement and strategic account management. • Expertise in CS methodologies and best practices (e.g. success planning adoption frameworks ROI storytelling executive alignment). • Strong analytical and operational skills: adept at using data to identify performance trends optimise workflows and forecast outcomes. • Strong builder mindset - you thrive in building from scratch redefining processes and playbooks and operating with an AI-first mindset • Bonus: Hands-on with tools (Salesforce Gong Sigma Pylon) and capable of improving data quality visibility and usage insights across the team.

This role is remote-first so it can be executed from anywhere within UK&I.

If you prefer you can work from our offices in London and Dublin.