Customer Success Lead - Remote Position at ElevenLabs

About the Role

We're hiring a Customer Success Lead to join our innovative team at ElevenLabs. As a Customer Success Lead, you'll play a pivotal role in driving excellence in post-sales outcomes while working remotely. This position allows you to lead a talented team and make a significant impact on our customers' success.

What You'll Do

• Lead, coach, and develop a high-performing Customer Success team, focusing on team quota performance and customer retention.
• Act as a player-coach by directly managing strategic accounts and engaging in key customer conversations.
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
• Monitor and optimize delivery quality across all accounts, ensuring excellence and predictability in customer outcomes.
• Design and implement repeatable playbooks for renewals, upsells, and adoption, automating workflows to scale team impact.

Requirements

• 7+ years of experience in Customer Success or post-sales roles within SaaS, ideally with commercial or mid-market accounts.
• 2–3+ years of direct people leadership experience, managing Customer Success Managers and driving team performance.
• Strong player-coach mindset, comfortable managing key accounts while leading others to excel.
• Demonstrated success in achieving renewal and expansion goals through effective customer engagement.
• Expertise in Customer Success methodologies and best practices.

Nice to Have

• Hands-on experience with CRM and Customer Success platforms.
• Strong analytical skills to identify performance trends and optimize workflows.

What We Offer

• Innovative culture with opportunities to define the trajectory of AI.
• Growth paths and professional development support.
• Annual company offsite and social travel stipends.
• Monthly co-working stipend for remote employees.