Scaled Customer Success – EMEA : ElevenLabs

Job Description

This role is remote, so it can be executed globally. If you prefer, you can work from our offices in London and Warsaw. 

We’re looking for a self-starter, highly energetic Customer Success Manager, who is passionate about voice technology. We don’t just sell a product, we’re building a community of highly engaged people that want to partner with us for the long term. We love working with our customers to support and guide them through their voice AI journey with a focus on ultimately driving long term value for them. We’re looking for a self-starter, highly energetic Customer Success Manager, who is passionate about voice technology. We don’t just sell a product, we’re building a community of highly engaged people that want to partner with us for the long term. We love working with our customers to support and guide them through their voice AI journey with a focus on ultimately driving long term value for them. In this role you will:

Own your customer success KPIs (NRR/GRR) and track against the company goals.

Be part of an early CS team with endless opportunities for impact . You’ll partner with the CS team to help develop the Scale CS playbook and framework that supports our customers internationally

Build and maintain strong relationships with a book of 80-100 commercial clients in the EMEA region 

Play a key role in developing programs to onboard and manage customers at scale to drive long term adoption of multiple products 

Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.

Own expansion and renewal of accounts within your book of business

Measure and improve customer satisfaction & experience.

What you bring

3-5 years of previous experience in Customer Success in a fast paced, SaaS organisation.

You have experience developing programs and processes that deliver best in class customer experiences at scale

Strong proficiency in using data analytics and CRM tools to monitor customer health, derive actionable insights, and measure the impact of playbooks and customer programs

A strong builder and customer excellence mindset.

Commercial experience – you will own renewals and expansion for your book of business 

Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization.

Excellent problem-solving and analytical skills to address customer needs and concerns.

A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale.

Nice to have: you speak another language like German or French

What we offer

High-velocity innovation: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.

A truly global team: Collaboration with teammates across 30+ countries, a global customer footprint and office hubs in New York, London and Warsaw. Annual company offsite for the whole team to get together (the last one in Croatia!) 

Remote first: We prioritize your talent, not your location, with structured asynchronous workflows for maximum impact and minimal meetings.

Continuous growth: Collaborate with AI leaders, shape your path, and contribute where you excel most.