Customer Success Lead - DACH - Strategic

ElevenLabs Inc.

Job Overview

Location

Germany

Job Type

Full-time

Full Job Description

📋 Description

• As a Customer Success Lead for the DACH region at ElevenLabs, you will play a pivotal role in driving strategic value for enterprise customers leveraging cutting-edge AI voice and creative platforms, directly contributing to the company’s mission of transforming human-technology interaction through innovative AI solutions.
• You will own end-to-end customer relationships for a portfolio of 20-30 strategic accounts in Germany, Austria, and Switzerland, ensuring alignment between customer business objectives and ElevenLabs’ product roadmap while driving retention, expansion, and advocacy.
• Your day-to-day responsibilities will include leading seamless onboarding experiences, designing and executing adoption campaigns across ElevenAgents, ElevenCreative, and ElevenAPI, conducting quarterly business reviews, identifying expansion opportunities, and managing renewal negotiations to exceed NRR and GRR targets.
• You will act as the primary voice of the customer internally, synthesizing usage insights and feedback to influence product prioritization, partner with Engineering and Sales on go-to-market strategies, and help shape scalable CS processes and best practices.
• Collaborating closely with cross-functional teams in a high-velocity, AI-first environment, you will contribute to refining customer success frameworks, developing playbooks for technical account management, and driving initiatives that enhance customer health and long-term partnership success.
• This role offers the opportunity to grow your expertise in strategic account management within a rapidly scaling AI unicorn, deepen your understanding of enterprise AI adoption patterns, and develop leadership skills in shaping a world-class customer success organization from the ground up.
• You will work within a global, remote-first culture that values impact over titles, where your contributions directly influence company growth and innovation, supported by a team of world-class researchers, engineers, and operators committed to excellence.

🎯 Requirements

• 7-9 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment, preferably with exposure to technical or mission-critical products.
• Proven track record of managing and growing strategic enterprise accounts in the DACH region, with deep understanding of local market dynamics, business culture, and customer expectations.
• Demonstrated success in owning commercial outcomes including NRR, GRR, and expansion revenue, with ability to exceed renewal and expansion targets consistently.
• Fluency in both English and German (written and spoken); additional languages are considered an asset.
• Strong analytical and problem-solving skills, with ability to translate usage data and customer insights into strategic actions that drive adoption and value.
• Exceptional communication and stakeholder management abilities, capable of influencing C-level executives and technical teams alike in complex organizational structures.

🏖️ Benefits

• Annual discretionary stipend for professional learning and development to support continuous growth and skill enhancement.
• Annual discretionary stipend for social travel, enabling you to connect with colleagues in person in a way that suits your preferences.
• Annual company offsite event, bringing the entire global team together in inspiring locations such as Croatia or Italy to foster connection and collaboration.
• Monthly co-working stipend if you are not near one of ElevenLabs’ main hubs in Dublin, London, or Warsaw, ensuring access to productive workspaces.
• Opportunity to work in an innovative, AI-first culture with high autonomy, minimal bureaucracy, and a focus on impact over job titles.
• Exposure to cutting-edge AI products and a mission-driven environment where your work contributes to shaping the future of human-AI interaction.

Skills & Technologies

REST

Senior

Remote

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ElevenLabs Inc.

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About ElevenLabs Inc.

ElevenLabs is a New York-based AI research company developing text-to-speech, voice cloning, and dubbing technologies. Founded in 2022 by Piotr Dąbkowski and Mati Staniszewski, it offers platforms for generating realistic, multilingual synthetic voices and tools for content creators, publishers, and enterprises to localize audio and video at scale.

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