About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses. Our investors include Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B.

We have expanded from voice into three main platforms: ElevenAgents, ElevenCreative and ElevenAPI.

How we work

• High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.
• Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have.
• AI first: We use AI to move faster with higher-quality results.
• Excellence everywhere: Everything we do should match the quality of our AI models.
• Global team: We prioritize your talent, not your location.

What we offer

• Innovative culture
• Growth paths
• Learning & development: annual discretionary stipend
• Social travel: annual discretionary stipend
• Annual company offsite
• Co-working: monthly stipend if not near main hubs

About the Role

As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the Western Europe region. You'll balance people leadership, strategic direction, and hands-on customer impact.

You will:

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
• Lead by example in complex post-sales and renewal cycles.
• Set strategic direction for the team.
• Monitor and optimize delivery quality across all accounts.
• Design and implement repeatable playbooks for renewals, upsells, and adoption.
• Own the ongoing development and optimization of best practices for Commercial and Scale playbooks.
• Build and maintain executive-level relationships across priority accounts.
• Represent the voice of the customer in leadership discussions.
• Partner with Europe GTM & cross functional leadership.

Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within Western Europe accounts.
• Demonstrated technical acumen with the ability to upskill and enable the team.
• 5+ years of direct people leadership experience.
• Strong player-coach mindset.
• Demonstrated success in exceeding renewal, expansion, and NRR goals.
• Expertise in CS methodologies and best practices.
• Strong analytical and operational skills.
• Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset.
• Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon).
• Proficiency in German or French is required.

This role is remote-first, so it can be executed from anywhere within Europe. If you prefer, you can work from our offices in London, Dublin or Paris. We are an equal opportunity employer.