Enterprise Customer Success Manager

This role is remote, so it can be executed globally. If you prefer, you can work from our offices in New York and San Francisco.

About ElevenLabs 

At ElevenLabs, we are pioneering voice technology with our cutting-edge research and products. 

We launched in January 2023 and have since reached over 1 million users globally and have partnered with the world’s biggest names (see customer stories). We closed our Series-C funding at a 3.3B valuation at the beginning of this year and are backed by the leading names in tech and AI (a16z, ICONIQ, NEA, Sequoia, NFDG, Salesforce, and many others).

We are at an exciting phase of our growth and innovation and are looking for ambitious people to help us further push the boundaries of voice AI. This is a rare chance to be an early member of a company on the rise. If this excites you, we want to meet you! 

Who we are

A global team of passionate and innovative individuals united by curiosity and a shared goal: to be the first choice for AI audio solutions. Together, we are shaping a new technology and market from the ground up. We innovate quickly and take pride in getting things right, from the big picture initiatives to the details that keep us moving smoothly every day. We work with high autonomy and accountability where the best idea wins at any time and from anyone. 

About the role

We’re looking for a self-starting, highly energetic Customer Success professional based in the USA, 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 listening to our clients to support them with a top-notch onboarding, daily management and value extraction experience. In this role you will:

• Manage a enterprise book of business of about 20 accounts

• Partner on the development of ElevenLabs’ Customer Success playbook that helps us scale to $500M+ in ARR supporting 1,000s of enterprises.

• Build and maintain strong relationships with your clients to drive their success.

• Play a key role in onboarding clients and defining the best practices across the world.

• Measure and improve customer satisfaction & experience.

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

• Own your NRR + customer health KPIs and track them against the company goals.

Who you are

We're looking for exceptional individuals who combine technical excellence with ethical awareness, who are excited by hard problems and motivated by human impact. You’ll strive with us if you: 

• Are passionate about audio AI driven by a desire to make content universally accessible and breaking the frontiers of new tech.  

• Are a highly motivated and driven individual with a strong work ethic. Our team is aware of this critical moment of audio AI evolution and is committed to going the extra mile to lead. 

• Are analytical, efficient, and strive on solving complex challenges with a first principles mindset. 

• Consistently strive for excellence, delivering high-quality work quickly and exceeding expectations.

• Take initiative and work autonomously from day one, prioritizing learning and contribution while leaving ego aside.

What you bring

• 3-7 years of previous experience in Customer Success in a SaaS, fast-paced organization.

• A strong scalability and customer excellence mindset.

• 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 prioritizes client satisfaction & scale.

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.

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