Customer Success Manager

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

📋 Description

• This position collaborates directly with enterprise clients to develop and implement conversational agents on the ElevenLabs Agents Platform.

• The primary emphasis is on hands-on execution, offering guidance on agent design, personas, conversation flows, tool integrations, and voice customization to achieve clear business results in production settings.

• You will assist clients in understanding best practices for deploying and scaling agents across web, mobile, and telephony platforms, as well as integrating agents with existing data sources and systems.

• You will evaluate agent performance data and conversational logs to pinpoint friction points and optimization opportunities that enhance accuracy, user experience, and reliability at scale.

• Simultaneously, you will take ownership of expansion outcomes for a specified portfolio of enterprise accounts.

• Success will be assessed based on net revenue retention and sustained multi-product adoption.

• You will recognize expansion opportunities, drive cross-selling through deeper agent utilization, and collaborate with Sales, Engineering, and Customer Success to translate technical success into sustainable revenue growth and long-term customer loyalty.

⛳️ Requirements

• 5-7 years of experience in Customer Success or Account Management within complex B2B SaaS, Developer Tools, or AI/ML products in the ANZ region.

• Knowledge and experience in building and deploying AI agents.

• Familiarity with API integrations and proficiency in navigating SDKs.

• A proven track record of driving revenue results, including managing a revenue quota and identifying, qualifying, and securing cross-sell opportunities.

• Exceptional problem-solving, technical, and analytical abilities to address customer needs and issues.

• Strong communication and interpersonal skills, capable of building and sustaining relationships with customers at all organizational levels.

• Comprehensive understanding of the ANZ market landscape and its cultural nuances.

• Self-driven and able to work independently in a remote or distributed team environment.

🏝️ Benefits

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

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

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

• Social travel: We also offer an annual discretionary stipend to facilitate meet-ups with colleagues each year, however you prefer.

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

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