Customer Success - Scale - Western Europe

About the Role

The role is highly dynamic, with a strong emphasis on rapid experimentation, lean autonomous teams, and minimal bureaucracy. You will be working closely with cross-functional teams, including Sales, Engineering, and Customer Success leadership, to turn technical success into durable revenue growth. Your success will be measured by Gross Revenue Retention and Net Revenue Retention, with a strong emphasis on sustained multi-product adoption.

As part of the Elevenlabs team, you will be expected to embody the company's core values, including high-velocity, impact-driven work, and a commitment to excellence in everything you do. You will be working with a talented team of researchers, engineers, and operators who are passionate about creating lasting positive impact, and you will be expected to contribute to this mission with your skills, expertise, and creative energy.

What You Will Do

• Administer onboarding and enablement tactics across multiple products to drive adoption of the ElevenLabs platform
• Advise on best practices for deploying ElevenLabs across web, mobile, and backend systems
• Analyze product usage and performance signals to identify friction points, unblock adoption, and help customers realize measurable value from the platform
• Own commercial outcomes across a defined portfolio of approximately 80 accounts, with a focus on sustained multi-product adoption
• Identify expansion opportunities, drive renewals and upsells, and partner closely with Sales, Engineering, and Customer Success leadership to turn technical success into durable revenue growth
• Develop and execute strategic plans to achieve customer success goals, including quarterly business reviews, success plans, and health scores
• Collaborate with cross-functional teams to resolve customer issues, address technical challenges, and drive product improvements
• Develop and maintain deep relationships with key customer stakeholders, including C-level executives, product managers, and technical leads
• Stay up-to-date with industry trends, competitor activity, and emerging technologies, and apply this knowledge to drive customer success and revenue growth

What We Are Looking For

• 3-5 years of Customer Success or Account Management experience supporting complex B2B SaaS, Developer Tools, or AI/ML products in the EMEA region
• Familiarity and experience with building and deploying AI agents, including integration with web, mobile, and backend systems
• Strong understanding of API integrations, SDKs, and technical requirements for deploying AI-powered solutions
• Proven experience with data analysis, including product usage and performance signals, to drive customer success and revenue growth
• Strong commercial acumen, including experience with sales, account management, and revenue growth
• Excellent communication, presentation, and interpersonal skills, with the ability to build strong relationships with customers, stakeholders, and cross-functional teams
• Strong problem-solving and analytical skills, with the ability to navigate complex technical landscapes and drive solutions

Nice to Have

• Experience with Excel, including data analysis, reporting, and visualization
• Familiarity with agile development methodologies, including Scrum, Kanban, or Lean
• Experience with customer success platforms, including Gainsight, Salesforce, or similar tools
• Knowledge of AI, machine learning, or natural language processing concepts and applications

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a talented team of researchers, engineers, and operators who are passionate about creating lasting positive impact
• Collaborative, dynamic work environment with a strong emphasis on innovation, creativity, and excellence
• Flexible working arrangements, including remote work options and flexible hours
• Access to cutting-edge technology, tools, and training to support your professional growth and development
• Annual discretionary stipend for professional development, including conferences, courses, and certifications
• Co-working stipend for remote workers, including access to shared workspaces and collaboration tools
• Annual company offsite, including team-building activities, workshops, and social events
• Social travel stipend, including opportunities to meet with colleagues, attend industry events, and explore new destinations

• Develop a strong understanding of AI-powered customer experiences, including AI agents, chatbots, and voice assistants, to drive adoption and revenue growth
• Familiarize yourself with API integrations, SDKs, and technical requirements for deploying AI-powered solutions, to navigate complex technical landscapes
• Build a portfolio of case studies, success stories, and metrics that demonstrate your ability to drive customer success and revenue growth, to stand out in the application process
• Prepare to discuss your experience with data analysis, including product usage and performance signals, to drive customer success and revenue growth
• Research the company culture, values, and mission, to ensure alignment with your own professional goals and values, and to demonstrate your passion for the role and the industry
• Develop a strong network of professionals in the customer success, AI, and tech industries, to stay up-to-date with industry trends, best practices, and emerging technologies