Digital Customer Experience - North America

About the Role

The Digital Customer Experience role at ElevenLabs is a unique opportunity to own the post-sales motion for the company's digital segment. This involves designing and implementing a digital-first engagement playbook from scratch, focusing on systems, sequences, and signals that ensure customer activation, adoption, retention, and growth. As a key member of the team, you will work closely with cross-functional teams to build and maintain the health scoring model for digital accounts and partner with RevOps to automate tooling and processes.

In this role, you will be responsible for driving the development of ElevenLabs' digital CX playbook, defining the engagement strategy for scale accounts, and building lifecycle sequences, in-app messaging, and automated health monitoring. Your work will have a direct impact on the company's ability to deliver exceptional customer experiences, and you will be instrumental in shaping the future of digital customer success at ElevenLabs.

What You Will Do

• Design and own ElevenLabs' digital CX playbook for scale accounts, including trigger logic, lifecycle sequences, in-app messaging, and automated health monitoring
• Build and maintain the health scoring model for digital accounts, defining what constitutes at-risk, dormant, and breakout-track accounts
• Partner with RevOps to wire up the tooling, including Claude, Clay, Lemlist, and Salesforce, automating what can be automated and surfacing what needs human attention
• Own NRR and retention KPIs for the digital segment, driving strategies to improve customer satisfaction and loyalty
• Develop and implement strategies to increase customer engagement and activation, leveraging data and insights to inform decision-making
• Collaborate with cross-functional teams, including sales, marketing, and product, to ensure alignment and effective communication
• Analyze customer data and feedback to identify trends and areas for improvement, making data-driven recommendations to enhance the customer experience
• Develop and maintain documentation of processes and procedures, ensuring knowledge sharing and continuity
• Stay up-to-date with industry trends and best practices, applying this knowledge to continuously improve the digital CX playbook and customer success strategies

What We Are Looking For

• Experience in Customer Success, Lifecycle, RevOps, or Growth in a B2B SaaS, developer tools, or AI/ML environment, with a focus on digital customer experiences
• Strong understanding of AI-driven customer success strategies and the ability to leverage AI tools in daily workflow
• Proficiency in HubSpot, Salesforce, and Excel, with the ability to learn and adapt to new tools and technologies
• Excellent analytical and problem-solving skills, with the ability to drive data-driven decision-making
• Strong communication and collaboration skills, with experience working with cross-functional teams
• Ability to work in a fast-paced, dynamic environment, with a focus on rapid experimentation and continuous improvement
• Strong customer-centric mindset, with a passion for delivering exceptional customer experiences

Nice to Have

• Experience with automation tools, such as Claude, Clay, or Lemlist
• Knowledge of programming languages, such as Python or JavaScript
• Familiarity with data analytics and visualization tools, such as Tableau or Power BI
• Certification in customer success or a related field, such as CSM or CSPO

Benefits and Perks

• Innovative culture and the opportunity to work with a leading AI company
• Growth paths and opportunities for professional development, including an annual discretionary stipend for learning and development
• Social travel opportunities, including an annual discretionary stipend to meet with colleagues
• Annual company offsite, bringing the entire team together in a new location
• Co-working stipend for remote workers, providing the flexibility to work from anywhere
• Access to cutting-edge AI tools and technologies, with the opportunity to shape the future of digital customer experiences
• Collaborative and dynamic work environment, with a focus on excellence and continuous improvement
• Opportunity to work with a global team, prioritizing talent over location

• To stand out in your application, be sure to highlight your experience with AI-driven customer success strategies and your proficiency in tools like HubSpot, Salesforce, and Excel.
• When preparing for your interview, focus on specific examples of how you've driven customer success and retention in previous roles, and be prepared to discuss your approach to building a digital CX playbook from scratch.
• Make sure to research ElevenLabs' unique culture and approach to business operations, and be prepared to discuss how you can contribute to the company's mission and values.
• In your portfolio or resume, include examples of data-driven decision-making and analytical problem-solving, as these skills are highly valued in this role.
• When negotiating salary, be sure to consider the company's benefits and perks, including the annual discretionary stipend for learning and development and social travel opportunities.
• As you prepare for your role, be aware of the potential challenges of working in a fast-paced, dynamic environment, and be prepared to adapt to new tools and technologies.