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LeadFull-timeAI
Salary Range
$15,300 - $20,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Customer Success Lead to join our team at ElevenLabs. This role involves leading a team of Customer Success members across Commercial and Scale segments, balancing people leadership, strategic direction, and hands-on customer impact.
Key Responsibilities
- →Lead, coach, and develop a high-performing CS team, owning team quota performance, customer retention, and expansion goals.
- →Act as a player-coach: directly manage strategic 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.
Requirements
- ✓7+ years of experience in Customer Success or post-sales roles within SaaS, ideally with commercial or mid-market accounts.
- ✓2–3+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement.
- ✓Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
- ✓Demonstrated success in achieving or 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.
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