Customer Success Lead - UK/I

ElevenLabs Inc.

Job Overview

Location

United Kingdom

Job Type

Full-time

Full Job Description

📋 Description

• Lead a high-performing Customer Success team across the UK&I region, balancing people leadership, strategic direction, and hands-on customer impact.
• Drive excellence in post-sales outcomes and ensure the team consistently delivers measurable value to customers and the business.
• Act as a player-coach, directly managing priority accounts, joining key customer conversations, and modeling best-in-class success practices.
• 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.
• Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
• Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.
• Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
• Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
• Partner with Europe GTM & cross-functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

🎯 Requirements

• 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts.
• Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.
• 5+ 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 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.
• Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset
• Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.

🏖️ Benefits

• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.
• Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
• 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: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.
• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.

Skills & Technologies

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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