Customer Success Lead – APAC

This is a fully remote position, open to applicants in Singapore.

📋 Description

• Lead, mentor, and cultivate a high-performing Customer Success (CS) team, taking ownership of team and regional Net Revenue Retention (NRR) performance, customer retention, and expansion objectives.

• Function as a player-coach: directly oversee priority accounts, participate in key customer discussions, and exemplify best-in-class success practices.

• Demonstrate leadership in complex post-sales and renewal processes, resolving challenges, promoting adoption, and identifying opportunities for expansion.

• Establish the strategic direction for the team, aligning customer success initiatives with company objectives and market dynamics.

• Oversee and enhance delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, while implementing scalable processes that enhance accuracy, visibility, and operational efficiency.

• Create and execute repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to maximize team impact.

• Take ownership of the continuous development and optimization of best practices for Enterprise, Commercial, and Scale playbooks, ensuring consistent execution, measurable results, and ongoing refinement as the business evolves.

• Develop and sustain executive-level relationships across priority accounts, acting as a strategic advisor and customer advocate in both internal and external discussions.

• Serve as the voice of the customer in leadership conversations, influencing product roadmaps, operations, and revenue strategies.

• Collaborate with APAC Go-To-Market (GTM) and cross-functional leadership to align organizational goals, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

⛳️ Requirements

• Over 10 years of experience in Customer Success or post-sales roles within the SaaS sector, with significant experience managing accounts in APAC regions.

• Profound understanding and proven experience in effectively managing customer relationships within the APAC region.

• Demonstrated technical proficiency with the capability to upskill and empower the team, fostering confidence in navigating product features, integrations, and data insights to enhance customer outcomes.

• At least 8 years of direct people leadership experience, managing Customer Success Managers (CSMs), driving team quotas, and nurturing talent through coaching and enablement. A passion for developing individuals and fostering a high-performance, feedback-driven culture rooted in accountability, learning, and customer impact.

• Strong player-coach mentality: comfortable overseeing key accounts directly while leading others to excel in their respective portfolios.

• Proven track record of exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.

• Expertise in Customer Success methodologies and best practices (e.g., success planning, adoption frameworks, ROI storytelling, executive alignment).

• Strong analytical and operational capabilities: skilled in leveraging data to identify performance patterns, optimize workflows, and forecast outcomes.

• Builder mindset: you thrive on creating from the ground up, redefining processes and playbooks, and operating with an AI-first perspective.

• Language proficiency: Must be fluent in English; proficiency in a second language (Mandarin or Japanese) is a plus.

• Bonus: Familiarity with GTM tools (Salesforce, Gong, Sigma, Clay) and enthusiasm for working with AI-native tools like Claude, Lovable, and n8n.

🏝️ Benefits

• Innovative culture: You’ll be part of a transformative opportunity to shape the future of AI, working alongside a team that challenges the limits of what's achievable.

• Growth opportunities: Joining ElevenLabs means becoming part of a dynamic team with numerous chances to make an impact beyond your immediate role and responsibilities.

• Learning & development: ElevenLabs actively encourages professional growth through an annual discretionary stipend.

• Social travel: We also provide an annual discretionary stipend for you to connect with colleagues each year, however you prefer.

• Annual company offsite: Each year, we gather the entire team in a new location - past offsites have included Croatia and Italy.

• Co-working: If you are not situated near one of our main hubs, we offer a monthly co-working stipend.