Customer Success Lead - India

📋 Description

• • As the Customer Success Lead for India at ElevenLabs, you will be at the forefront of shaping and scaling our post-sales customer engagement strategy. This pivotal role demands a unique blend of people leadership, strategic vision, and hands-on execution, ensuring that our rapidly growing customer base across the Commercial and Scale segments receives unparalleled value and support. You will be instrumental in driving customer retention, fostering expansion, and ultimately, cementing ElevenLabs' reputation for excellence in customer outcomes.
• • Your primary responsibility will be to lead, coach, and develop a high-performing team of Customer Success Managers (CSMs). This involves owning the team's quota performance, meticulously tracking and driving customer retention rates, and achieving ambitious expansion goals. You will foster a culture of continuous improvement, empowering your team to deliver exceptional service and build lasting relationships with our clients.
• • Embracing a 'player-coach' philosophy, you will not only guide your team but also actively participate in customer success initiatives. This means directly managing a portfolio of strategic accounts, engaging in critical customer conversations, and serving as a role model for best-in-class customer success practices. Your direct involvement will provide invaluable insights and ensure that the highest standards are consistently met.
• • You will be the driving force behind navigating complex post-sales scenarios, including renewals and expansion cycles. Your expertise will be crucial in proactively identifying and resolving customer challenges, championing product adoption, and uncovering opportunities for account growth. By leading by example, you will equip your team with the skills and strategies needed to excel in these critical areas.
• • Setting the strategic direction for the Customer Success team is a core component of this role. You will align customer success initiatives with ElevenLabs' overarching company objectives, ensuring that our post-sales efforts are not only effective but also contribute directly to the company's growth and market leadership. This includes staying abreast of market trends and adapting strategies to meet evolving customer needs.
• • A significant part of your role will involve monitoring and optimizing the quality of service delivery across all managed accounts. You will establish benchmarks for consistency, excellence, and predictability in customer outcomes. Furthermore, you will be tasked with implementing scalable processes that enhance accuracy, improve visibility into customer health, and boost overall operational efficiency. This data-driven approach will be key to scaling our success.
• • You will design and implement robust, repeatable playbooks for key customer lifecycle events such as renewals, upsells, and adoption campaigns. The goal is to create standardized yet effective frameworks that can be easily adopted and executed by the team. Automating workflows and leveraging appropriate tools will be essential to amplify the team's impact and ensure efficient resource allocation.
• • This role is deeply embedded within ElevenLabs' AI-first culture. You will leverage AI-powered tools and insights to enhance customer engagement, predict potential churn risks, and identify proactive opportunities for value creation. Your ability to integrate AI into the customer success workflow will be a significant differentiator.
• • You will collaborate closely with Sales, Product, and Engineering teams to ensure a seamless customer journey from acquisition to long-term advocacy. This cross-functional collaboration is vital for gathering customer feedback, informing product development, and ensuring that our offerings continue to meet and exceed market expectations.
• • Ultimately, your success will be measured by the team's ability to drive measurable value for our customers, leading to increased customer lifetime value, reduced churn, and significant expansion revenue. You will be a key contributor to ElevenLabs' mission of transforming how the world interacts with technology through exceptional AI-powered customer experiences.