Customer Success Lead

• 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, unblocking issues, driving adoption, and identifying expansion opportunities
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends
• Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency
• Design and implement repeatable playbooks for renewals, upsells, and adoption
• automate workflows and tools to scale team impact
• Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves
• Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums
• Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies
• Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts
• Demonstrated technical acumen with the ability to upskill and enable the team
• 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement
• Passion for developing people and building a high-performance, feedback-driven culture
• Strong player-coach mindset: comfortable managing key accounts directly while leading others
• Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management
• Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment)
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes
• 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) and capable of improving data quality, visibility, and usage insights across the team.

• Innovative culture
• Growth paths
• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend
• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year
• Annual company offsite
• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend