Customer Success - Japan

Elevenlabs·Remote(Japan)
Customer Success
Excel

WFA Digital Insight

The demand for customer success specialists with AI expertise has surged in recent years, with a 25% increase in job postings in the Asia-Pacific region. Elevenlabs, a pioneer in AI research and product development, is seeking a skilled customer success professional to drive growth and adoption of their innovative solutions in Japan. With a strong focus on AI-first approaches and high-velocity experimentation, this role offers a unique opportunity to make an impact in a rapidly evolving market. As a candidate, you should be prepared to demonstrate your expertise in B2B SaaS, AI agents, and customer success, as well as your ability to thrive in a dynamic, autonomous team environment.

Job Description

About the Role

Elevenlabs is a cutting-edge AI research and product company that is transforming the way we interact with technology. Launched in 2023, the company has already made significant strides in the development of human-like AI voice models and has expanded its product offerings to include three main platforms: ElevenAgents, ElevenCreative, and ElevenAPI. As a customer success professional at Elevenlabs, you will play a critical role in driving the adoption and growth of these innovative solutions in the Japanese market.

The customer success team at Elevenlabs is responsible for advising enterprise customers on the design, deployment, and optimization of conversational agents on the ElevenLabs Agents Platform. This involves providing hands-on execution, guiding customers through best practices, and analyzing performance data to identify areas for improvement. You will also own expansion outcomes across a defined portfolio of enterprise accounts, driving cross-sell opportunities and partnering with sales, engineering, and customer success teams to convert technical success into durable revenue growth.

What You Will Do

  • Partner with enterprise customers to design, deploy, and optimize conversational agents on the ElevenLabs Agents Platform
  • Advise customers on best practices for deploying and scaling agents across web, mobile, and telephony platforms
  • Analyze performance data and conversational logs to identify friction points and optimization opportunities
  • Own expansion outcomes across a defined portfolio of enterprise accounts, driving cross-sell opportunities and revenue growth
  • Collaborate with sales, engineering, and customer success teams to convert technical success into durable revenue growth
  • Develop and execute strategic plans to drive customer adoption and retention
  • Identify and mitigate potential risks to customer success, developing and implementing contingency plans as needed
  • Stay up-to-date with industry trends and emerging technologies, applying this knowledge to drive innovation and growth in the customer success team

What We Are Looking For

  • 5-7 years of experience in customer success or account management, supporting complex B2B SaaS, developer tools, or AI/ML products in Japan
  • Familiarity and experience with building and deploying AI agents, including conversational flows, tool integrations, and voice customization
  • Strong analytical and problem-solving skills, with the ability to analyze performance data and conversational logs to identify areas for improvement
  • Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams, including sales, engineering, and customer success
  • Strong business acumen, with the ability to drive revenue growth and conversion of technical success into durable revenue growth
  • Experience with Excel and other data analysis tools
  • Fluency in Japanese, with excellent written and verbal communication skills

Nice to Have

  • Experience with AI-powered customer success platforms and tools
  • Familiarity with agile development methodologies and lean autonomous teams
  • Experience with international business operations and cross-cultural communication
  • Certification in customer success or a related field, such as CSPO or CSM

Benefits and Perks

  • Competitive salary and benefits package
  • Opportunity to work with a cutting-edge AI research and product company
  • Collaborative and dynamic team environment, with a focus on high-velocity experimentation and lean autonomous teams
  • Professional development opportunities, including an annual discretionary stipend for learning and development
  • Social travel stipend to meet up with colleagues each year
  • Annual company offsite in a new location, bringing the entire team together to share knowledge and experiences
  • Co-working stipend for remote workers, providing access to a professional and collaborative work environment

How to Stand Out

  • Develop a strong understanding of AI-powered customer success platforms and tools, including conversational agents and AI-driven analytics.
  • Build a portfolio of your customer success experience, including case studies and testimonials from previous clients.
  • Prepare to discuss your experience with data analysis and performance metrics, including your ability to analyze conversational logs and identify areas for improvement.
  • Research the company culture and values, and be prepared to discuss how your skills and experience align with Elevenlabs' mission and vision.
  • Practice your Japanese language skills, as fluency is required for this role.
  • Be prepared to discuss your experience with cross-functional teams, including sales, engineering, and customer success, and how you have driven revenue growth and conversion of technical success into durable revenue growth in previous roles.

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