Digital Customer Experience (AI)

TL;DR

Digital Customer Experience (AI): Designing and owning the digital-first post-sales motion for scale accounts to drive activation, adoption, and growth with an accent on automated engagement systems and data-driven health monitoring. Focus on building scalable playbooks, optimizing NRR, and automating customer lifecycle sequences using AI and RevOps tooling.

Location: Remote (USA). Must be based in the United States and operate in ET, CT, MT, or PT timezones. Preference for candidates in New York City or San Francisco with an option to work from offices.

Company

ElevenLabs is an AI research and product company transforming how we interact with technology through advanced human-like AI voice models.

What you will do

• Design and implement the digital CX playbook for scale accounts, including trigger logic, lifecycle sequences, and automated health monitoring.
• Build and maintain health scoring models to identify at-risk, dormant, and high-growth accounts using product data.
• Collaborate with RevOps to automate workflows and surface human attention needs using Claude, Clay, Lemlist, and Salesforce.
• Own and optimize NRR and retention KPIs for the digital customer segment.

Requirements

• Experience in Customer Success, Lifecycle, RevOps, or Growth within B2B SaaS, developer tools, or AI/ML environments.
• AI-native workflow: Proven ability to use AI tools daily and replace manual processes with autonomous automations.
• Track record of driving NRR, retention, and expansion via automated motions and product signals.
• Experience managing high-volume business books using a systems mindset and repeatable playbooks.
• Ability to use product usage data (health signals, activation milestones) to act proactively on customer risk and opportunity.
• Fluency with digital CX tools such as Intercom, Clay, Mixpanel, Amplitude, HubSpot, Salesforce, and Gong.

Nice to have

• Experience at a product-led growth (PLG) company.
• Experience in the voice AI, audio AI, or conversational AI domain.
• Experience building digital engagement programs for long-tail account bases (100+ accounts).

Culture & Benefits

• Innovative, high-velocity environment with a focus on impact over job titles.
• Annual discretionary stipend for professional development.
• Annual discretionary stipend for social travel to meet colleagues.
• Annual company-wide offsite in new international locations.
• Monthly co-working stipend for employees not located near main hubs.