Account Manager Lead - North America - Enterprise

ElevenLabs • San Francisco, CA

21h • Remote

About The Position

As the Enterprise Customer Success Lead, you'll lead a team of experienced Customer Success Managers across one of our largest customer segments. You'll balance people leadership, strategic direction, and hands-on customer impact — driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.
This is a revenue-critical role at an inflection point: ElevenLabs is scaling fast, and the decisions you make around how we segment, structure, and execute our Enterprise post-sales motion will define how we grow. You'll also lead your team through a genuine transformation in how work gets done — one where AI agents, automation, and intelligent tooling reshape every workflow, and where making ElevenAgents the agent of choice for our customers is a core part of the expansion playbook.

Requirements

• 8+ years of experience in Customer Success or post-sales roles within SaaS, with meaningful focus on Enterprise accounts.
• Proven track record of owning and exceeding NRR, renewal, and expansion targets — with a clear commercial instinct and revenue-first mindset.
• 3+ years of direct people leadership experience — managing senior CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.
• Deep AI fluency — you use AI tools in your own daily workflow, understand what AI agents and automation can do, and are ready to lead a team through a meaningful shift in how work is designed and executed.
• 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).
• Strategic operational thinking: able to make sound decisions around playbook design, segment structure, and cross-sell motion as the business continues to scale.
• Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.

Nice To Haves

• Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.

Responsibilities

• Lead, coach, and develop a high-performing Enterprise CS team, owning team quota performance, customer retention, and expansion goals.
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
• Drive revenue outcomes as a core mandate — building a team culture where renewals, upsells, and NRR growth are owned with the same rigor as any quota-carrying sales function.
• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities — with a particular focus on cross-sell and driving ElevenAgents as the agent of choice across the Enterprise portfolio.
• Set strategic direction for the team, including how we segment and structure the Enterprise post-sales playbook as the business scales — 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, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
• Design and implement repeatable playbooks for renewals, upsells, and adoption; embed AI agents and automation into workflows by default to scale team impact.
• Champion AI fluency across the team — set expectations, build capability, and create an environment where every team member is actively experimenting with and adopting AI-powered approaches to their work.
• 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 Revenue & cross-functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed