Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• This role is designed for a builder who will take ownership of both technical depth and commercial results for some of ElevenLabs' most exciting customers in the UK & Ireland region, working at the crossroads of product, engineering, and revenue.

• You will proactively address challenges by analyzing how customers implement ElevenLabs across web, mobile, and their systems, identifying issues before they arise, inspiring new use cases, and managing solutions from inception to completion.

• You will oversee onboarding, enablement, and growth across the complete ElevenLabs platform, including core speech models, creative tools, and Agents.

• You will provide guidance to customers on production deployment, focusing on practical usage and performance data to detect friction early and promote ongoing adoption.

• Additionally, you will be responsible for commercial outcomes for a specified book of business, working towards defined targets such as Gross Revenue Retention, Net Revenue Retention, cross-selling, and net expansion.

• You will identify expansion opportunities early, manage renewals and upsells comprehensively, and collaborate closely with Sales, Engineering, and Customer Success leadership to convert technical achievements into revenue.

⛳️ Requirements

• A minimum of 5 years of experience in Customer Success, Account Management, or Technical Account Management, particularly with complex B2B SaaS, Developer Tools, or AI/ML products within the UK & Ireland region.

• Demonstrated experience in owning and managing a defined Book of Business.

• Proficiency in English.

• Proven track record of working within the UK & Ireland market, with an understanding of the landscape and cultural nuances.

• Experience in building and deploying AI agents.

• A strong builder mindset - you excel in ambiguous situations and enjoy pioneering efforts to find innovative solutions across a region or market to drive revenue outcomes.

• Familiarity with API Integrations and a comfort level with navigating SDKs.

• Proven ability to work collaboratively with Sales, Engineering, Product, and Marketing teams.

• Experience in driving revenue outcomes, including ownership of a revenue quota and the ability to identify, qualify, and close cross-sell opportunities as well as renewals.

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

• Strong communication and interpersonal skills, enabling you to build and maintain relationships with clients at all organizational levels.

• Self-motivated and capable of working 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 constantly pushing the limits of what’s achievable.

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

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

• Social travel: We offer an annual discretionary stipend for you to meet up with colleagues each year, in whatever way you choose.

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

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