About the role

You will own the full commercial relationship and customer’s success across a book of 50 to 100 mid-market accounts - the builders, founders, and product teams at companies between 250 and 2,000 employees who are defining what AI-native experiences look, feel, and sound like. Your job is to make sure every one of them is getting real value, expanding into new products, and renewing with conviction.

This is a high-agency, high-impact role. You won't succeed by managing accounts one at a time - you'll build the systems, playbooks, and motions that let you drive meaningful outcomes across a diverse book while going deep with the accounts that have the most room to grow.

On the ground, you'll be in the product with customers - advising on agent design, voice customization, conversation flows, integrations, and using data and logs to spot friction before customers do. You're the person who connects what's working technically to what's growing commercially and partnering closely with high growth accounts to help them achieve value.

Success of the customer and commercial ownership go hand in hand and are at the core of this role. You own NRR across your managed book of business, you drive cross-sell into ElevenLabs' expanding product suite, and you lead renewals end to end.

Compensation

This role offers a competitive on target earnings (OTE) structure with a split of 70% base and 30% variable. Variable compensation is weighted 70% net revenue retention (NRR) and 30% product cross sell. Quota is set on managed ARR. The plan includes accelerators for above target NRR performance. Variable compensation is paid on a quarterly basis.

Requirements

• 3 to 5 years of Account Management or Customer Success experience in B2B SaaS, Developer Tools, or AI/ML products
• A proven track record of owning revenue outcomes end to end - quota, renewals, and expansion
• You approach your book with commercial intent: you segment by expansion potential, keep active expansion conversations going, and build business cases that land with economic buyers
• You can hold a technical conversation with a developer or engineering team and earn their trust - familiarity with AI concepts, API integrations, and SDKs is a must
• You use product data to stay ahead of your accounts - spotting health signals, identifying expansion opportunities, and getting in front of risk before it becomes churn
• You know how to read a room - whether you're with a founder, a technical lead, or a procurement team, you show up with the right message and leave with the relationship stronger

Preferred

• Experience in the voice AI, audio AI, or conversational AI space
• Experience selling or expanding into multiple products within a platform

Location

This role is remote-first, so it can be executed from anywhere in the United States, however the ability to operate in ET, CT, MT, or PT timezones is required. There is a preference for candidates to be based in New York City or San Francisco, with the option to work out of our offices in these cities.