Strategic Customer Success

• Own a portfolio of key accounts, building deep executive-level relationships and acting as the primary voice of the customer within our organization
• Develop and execute account growth strategies: identifying expansion and cross-sell opportunities, aligning on business outcomes with customers, and driving mutually beneficial roadmaps
• Partner with internal stakeholders (Sales, Engineering, Growth, RevOps) to align the customer’s journey, elevate adoption, blueprint value, and resolve complex business-or-technical challenges
• Monitor and optimize customer health across adoption, usage, ROI, and retention metrics
• establish proactive interventions to mitigate churn risk and unlock expansion potential
• Serve as a key contributor to our CS playbook: influencing processes, best-practices, success frameworks and scalability approaches that support our strategic customer growth ambitions
• Represent the customer voice and performance insights in senior leadership forums, reporting on account performance, risk/upsell pipeline, strategic initiatives and overarching partnerships
• Actively evangelise our product and vision internally and externally: you’ll present at business reviews, articulate value to stakeholders, and reinforce our status as a strategic partner rather than simply a vendor
• Operate with autonomy and rigour in a high-velocity, scale-up environment, setting the bar for strategic impact, customer advocacy and measurable business outcomes

• 7+ years of Customer Success, Strategic Account Management, or Enterprise Customer/Partner-facing roles in a SaaS or technology business, with at least 3-5 years in a senior/strategic role
• Demonstrated technical acumen and product fluency — comfortable engaging in discussions on integration design, platform configuration, and data flow
• able to partner effectively with technical stakeholders to drive adoption and innovation
• Proven track record managing and growing a portfolio of high-value enterprise customers - successfully driving renewal, expansion and advocacy
• Strong business acumen: ability to craft and manage account strategies, build ROI-based value cases, influence at C-level, link product usage to business outcomes
• Excellent interpersonal and executive communication skills - comfortable engaging senior stakeholders, navigating complex organizations, aligning internal and external priorities
• Demonstrated operational discipline: tracking and driving customer health metrics, forecasting renewal and expansion outcomes, identifying risks and upside, and turning insights into action
• Experience collaborating cross-functionally with product, engineering, sales, operations and marketing to drive adoption, feature adoption, co-innovation, and seamless customer journeys
• Strategic mindset with a bias for action: you thrive in ambiguous, fast-moving environments and are comfortable creating structure where none yet exists
• Desire and ability to be a product champion: you understand the technical and business value of software platforms, are curious about innovation, and can translate features into strategic advantage for customers
• Data-driven orientation: fluent in metrics, dashboards and analytics comfortable using customer usage data, NRR/GRR, health scores and other KPIs to guide decision-making and account planning
• Passion for building long-term partnerships: you excel not just at delivery, but at elevating the relationship to one of strategic value, trust and growth

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, however you choose
• Annual company offsite
• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend