Customer Success Lead - United States - Commercial & Scale

Eleven Labs • San Francisco, CA

51d • Remote

About The Position

As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the Commercial and Scale 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.

Requirements

• 7+ years of experience in Customer Success or post-sales roles within SaaS, ideally with commercial or mid-market 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.
• 2-3+ years of direct people leadership experience - managing 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.
• 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.

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 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.
• 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, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
• 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 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
• Industry: Publishing Industries
• Education Level: No Education Listed
• Number of Employees: 251-500 employees