Customer Success Lead

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

📋 Description

• Lead, mentor, and cultivate a high-achieving Customer Success (CS) team, responsible for the team's and regional Net Revenue Retention (NRR) performance, customer retention, and expansion objectives.

• Function as a player-coach: directly oversee priority accounts, participate in crucial customer discussions, and exemplify top-tier success practices.

• Demonstrate leadership in intricate post-sales and renewal processes, resolving issues, promoting adoption, and pinpointing expansion opportunities.

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

• Monitor and enhance the quality of service delivery across all accounts, ensuring consistency, excellence, and predictability in customer results, while implementing scalable processes that boost accuracy, visibility, and operational efficiency.

• Create and execute repeatable playbooks for renewals, upselling, and adoption; automate workflows and tools to amplify the team's impact.

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

• Establish and maintain executive-level relationships within priority accounts, acting as a strategic advisor and customer advocate in both internal and external forums.

• Convey the customer’s perspective in leadership discussions, influencing product roadmap, operational strategies, and revenue planning.

• Collaborate with Europe Go-To-Market (GTM) and cross-functional leadership to synchronize organizational goals, propel 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 the SaaS industry, preferably with experience in Western Europe accounts.

• Proven technical expertise with the capability to upskill and empower the team — building confidence in navigating product features, integrations, and data insights to enhance customer outcomes.

• 5+ years of direct leadership experience — overseeing Customer Success Managers (CSMs), meeting team quotas, and nurturing talent through coaching and development. A strong passion for cultivating talent and fostering a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.

• Strong player-coach mentality: comfortable managing key accounts directly while guiding others to excel in their own portfolios.

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

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

• Strong analytical and operational capabilities: skilled at utilizing data to discern performance trends, optimize workflows, and forecast outcomes.

• Strong builder mindset - you thrive on creating from the ground up, redefining processes and playbooks, and operating with an AI-first approach.

• Bonus: Familiarity with tools (Salesforce, Gong, Sigma, Pylon) and the ability to enhance data quality, visibility, and usage insights across the team.

🏝️ Benefits

• Innovative culture: You’ll be part of a transformative opportunity to shape the future of AI, surrounded by a team that is pushing the limits of possibility.

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

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

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

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

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