Digital Customer Experience

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

📋 Description

• Develop and oversee ElevenLabs' digital customer experience playbook for large accounts, including trigger logic, lifecycle sequences, in-app messaging, and automated health monitoring, created from scratch.

• Create and sustain the health scoring model for digital accounts; outline what constitutes at-risk, dormant, and breakout-track statuses based on product data.

• Collaborate with RevOps to integrate tools such as Claude, Clay, Lemlist, and Salesforce - automating feasible processes and highlighting areas requiring human intervention.

• Take ownership of net revenue retention (NRR) and retention key performance indicators (KPIs) for the digital segment.

⛳️ Requirements

• Proven experience in Customer Success, Lifecycle, RevOps, or Growth within a B2B SaaS, developer tools, or AI/ML context - you understand what excellence looks like in a technical and fast-paced customer setting.

• AI-savvy: you utilize AI tools in your daily activities and have automated at least one manual process that operates independently.

• A history of driving commercial outcomes in a digital portfolio - focusing on NRR, retention, and expansion through automated processes and product signals rather than relationship density.

• Proficient in managing a high-volume business portfolio with a systems-oriented approach - you create playbooks and repeatable processes rather than solely fostering individual relationships.

• Experience leveraging product usage data to identify risks and opportunities - health signals, activation milestones, usage thresholds - and proactively addressing them before they arise in renewal discussions.

• Familiarity with digital customer experience tools - such as Intercom, Clay, Mixpanel, Amplitude, HubSpot, Salesforce, and Gong - while mastery of all is not necessary, understanding how they integrate is essential.

🏝️ Benefits

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

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

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

• Social travel: We also offer an annual discretionary stipend for colleagues to connect each year, in whatever way they prefer.

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

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