Customer Success Lead - APAC

About the Role

In this role, you will be part of a dynamic team that is shaping the future of AI-driven customer experiences. Elevenlabs is committed to innovation and excellence, and you will be expected to embody these values in your work. Your team will look to you for guidance and inspiration, and you will be accountable for driving a culture of customer-centricity and continuous improvement.

The Customer Success Lead will report to the senior leadership team and will be responsible for collaborating with cross-functional teams, including sales, marketing, and product. You will be expected to stay up-to-date with industry trends, market conditions, and customer needs, and to use this knowledge to inform your strategic decisions.

What You Will Do

• Lead, coach, and develop a high-performing customer success team, focusing on team and regional NRR performance, customer retention, and expansion goals
• Act as a player-coach, directly managing priority accounts, joining key customer conversations, and modeling best-in-class success practices
• Drive excellence in post-sales outcomes, ensuring consistent delivery of measurable value to customers and the business
• 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 consistency, excellence, and predictability in customer outcomes
• Design and implement repeatable playbooks for renewals, upsells, and adoption, automating workflows and tools to scale team impact
• Own the ongoing development and optimization of best practices for Enterprise, Commercial, and Scale customer segments
• Collaborate with cross-functional teams to drive alignment and ensure seamless customer experiences
• Stay up-to-date with industry trends, market conditions, and customer needs, using this knowledge to inform strategic decisions

What We Are Looking For

• 8+ years of experience in customer success, sales, or a related field, with a proven track record of driving post-sales excellence
• Strong leadership and management skills, with experience in coaching and developing high-performing teams
• Expertise in GTM, Salesforce, and Excel, with the ability to leverage these tools to drive customer success
• Strong understanding of customer-centric principles and practices, with a proven ability to drive adoption, expansion, and renewal strategies
• Excellent communication, interpersonal, and problem-solving skills, with the ability to collaborate with cross-functional teams
• Strong analytical and strategic thinking skills, with the ability to inform decisions with data and market insights
• Experience working in a fast-paced, global environment, with a proven ability to thrive in a rapidly evolving market
• Strong knowledge of AI-driven customer experiences and the ability to leverage AI to drive business outcomes

Nice to Have

• Experience working with Enterprise, Commercial, and Scale customer segments
• Knowledge of AI-driven customer experience platforms and tools
• Experience with automation and workflow optimization
• Certification in customer success or a related field
• Experience working in a startup or high-growth environment

Benefits and Perks

• Competitive compensation package, with a focus on performance-based incentives
• Opportunity to work with a dynamic and innovative company that is shaping the future of AI-driven customer experiences
• Collaborative and supportive work environment, with a focus on teamwork and continuous learning
• Access to cutting-edge tools and technologies, including AI-driven customer experience platforms
• Flexible work arrangements, including remote work options and flexible hours
• Professional development opportunities, including training and certification programs
• Annual company offsite and social travel stipend to connect with colleagues and customers

• Develop a strong understanding of AI-driven customer experiences and the role of customer success in driving business outcomes. Be prepared to discuss your experience with AI-driven platforms and tools.
• Showcase your leadership and management skills, highlighting your experience in coaching and developing high-performing teams. Be prepared to provide examples of your leadership style and approach.
• Highlight your expertise in GTM, Salesforce, and Excel, and be prepared to demonstrate your ability to leverage these tools to drive customer success.
• Prepare to discuss your experience working with Enterprise, Commercial, and Scale customer segments, and be able to provide examples of your strategies for driving adoption, expansion, and renewal.
• Be prepared to discuss your experience working in a fast-paced, global environment, and your ability to thrive in a rapidly evolving market.
• Develop a strong understanding of customer-centric principles and practices, and be prepared to discuss your approach to driving customer success and delivering measurable value to customers and the business.
• Practice your communication and interpersonal skills, as you will be working closely with cross-functional teams and customers to drive alignment and ensure seamless customer experiences.