Customer Success Lead (AI)

TL;DR

Customer Success Lead (AI): Leading and developing a high-performing CS team across Western Europe to drive NRR, retention, and expansion with an accent on strategic account management and scalable process design. Focus on building repeatable playbooks for renewals and upsells, managing priority accounts as a player-coach, and aligning customer outcomes with company growth.

Location: Remote-first, must be based in Europe. Optional office presence in London, Dublin, or Paris.

Company

ElevenLabs is an AI research and product company specializing in human-like AI voice models and audio foundational models for creators and businesses.

What you will do

• Lead, coach, and develop a high-performing CS team, owning regional NRR performance, retention, and expansion goals.
• Act as a player-coach by directly managing priority accounts and modeling best-in-class success practices.
• Design and implement repeatable playbooks for renewals, upsells, and adoption to scale team impact.
• Optimize delivery quality and operational efficiency through scalable processes and automated workflows.
• Build executive-level relationships across priority accounts and serve as a strategic customer advocate.
• Partner with Europe GTM and cross-functional leadership to influence product roadmap and revenue strategies.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally with Western Europe accounts.
• 5+ years of direct people leadership experience managing CSMs and driving team quotas.
• Must be based in Europe.
• Proven success in exceeding renewal, expansion, and NRR goals through strategic account management.
• Strong analytical skills and a builder mindset for creating processes from scratch.
• Technical acumen to enable the team in navigating product capabilities and integrations.

Nice to have

• Hands-on experience with tools such as Salesforce, Gong, Sigma, and Pylon.

Culture & Benefits

• Opportunity to define the trajectory of AI within a high-velocity, innovative culture.
• Annual discretionary stipend for professional development and learning.
• Annual discretionary stipend for social travel to meet colleagues.
• Annual company-wide offsite in international locations.
• Monthly co-working stipend for employees not located near main hubs.