Customer Success Lead - LATAM
WFA Digital Insight
Demand for skilled customer success leaders in the LATAM region is on the rise, with companies like Elevenlabs at the forefront of AI innovation. As the market for AI solutions grows, so does the need for professionals who can effectively manage customer relationships and drive business growth. With the customer success market projected to expand significantly, professionals with expertise in areas like Excel and experience in leading high-performing teams are in high demand. Elevenlabs stands out for its commitment to innovation and excellence, and candidates should be prepared to demonstrate their ability to drive impact and growth in a fast-paced, technology-driven environment.
Job Description
About the Role
The Customer Success Lead role at Elevenlabs is a critical position that requires a unique blend of leadership, strategic vision, and hands-on customer management skills. As the leader of the customer success team in LATAM, you will be responsible for driving post-sales outcomes, ensuring customer retention, and identifying opportunities for growth and expansion. Your day-to-day responsibilities will include coaching and developing your team, modeling best-in-class success practices, and collaborating with cross-functional teams to drive business results.The customer success team at Elevenlabs is at the heart of the company's mission to deliver exceptional customer experiences and drive business growth. As the leader of this team, you will play a key role in shaping the company's customer success strategy and ensuring that it aligns with the company's overall goals and objectives.
Elevenlabs is a rapidly growing company with a strong focus on innovation and excellence. The company's AI-powered solutions are used by millions of users and thousands of businesses around the world, and its commitment to delivering high-quality products and services has earned it a reputation as a leader in the industry.
What You Will Do
- Lead, coach, and develop a high-performing customer success team, owning 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.
- Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
- 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 playbooks, ensuring consistent delivery of high-quality customer outcomes.
- Collaborate with cross-functional teams, including sales, marketing, and product, to drive business growth and deliver exceptional customer experiences.
What We Are Looking For
- 5+ years of experience in customer success leadership, preferably in the LATAM region.
- Proven track record of driving post-sales growth, customer retention, and expansion.
- Experience leading high-performing teams, coaching, and developing team members.
- Strong understanding of customer success principles, practices, and metrics.
- Excellent communication, interpersonal, and problem-solving skills.
- Ability to work in a fast-paced, dynamic environment, with a focus on innovation and excellence.
- Experience with AI-powered solutions, preferably in the customer success context.
- Strong analytical and data analysis skills, with experience using tools like Excel.
Nice to Have
- Experience working with AI-powered solutions, preferably in the customer success context.
- Knowledge of Spanish and/or Portuguese, given the LATAM focus.
- Experience working in a rapidly growing, technology-driven company.
- Certification in customer success, such as CSMP or CSM.
Benefits and Perks
- Competitive salary and benefits package.
- Opportunity to work with a rapidly growing, innovative company.
- Collaborative, dynamic work environment, with a focus on excellence and innovation.
- Professional development opportunities, including training and certification programs.
- Access to the latest AI-powered solutions and technologies.
- Flexible, remote work arrangements, with a focus on work-life balance.
- Annual company offsite, with opportunities to connect with colleagues and leaders.
- Co-working stipend, to support remote work arrangements.
How to Stand Out
- Make sure to highlight your experience with customer success leadership, particularly in the LATAM region.
- Demonstrate your ability to drive post-sales growth, customer retention, and expansion, using specific metrics and examples.
- Prepare to discuss your experience with AI-powered solutions, and how you have used them to drive customer success outcomes.
- Be ready to walk through your experience with tools like Excel, and how you have used them to analyze data and drive business decisions.
- Research Elevenlabs and its products, to demonstrate your understanding of the company's mission and values.
- Prepare questions to ask the interviewer, such as what the biggest challenges are in the customer success team, and how the company approaches innovation and excellence.
This is a remote position listed on WFA Digital, the platform for professionals who work from anywhere. Browse more remote jobs across all categories.