Customer Success - North America - Strategic

ElevenLabs

3d • Remote

About The Position

This role partners directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform. The focus is hands-on execution - advising on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments.
You will guide customers through best practices for deploying and scaling agents across web, mobile, and telephony, and for integrating agents with existing data sources and systems. You will analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale.
In parallel, you will own expansion outcomes across a defined portfolio of enterprise accounts. Success is measured by net revenue retention and sustained multi-product adoption. You will identify expansion opportunities, drive cross-sell through deeper agent usage, and partner with Sales, Engineering, and Customer Success to convert technical success into durable revenue growth and long-term customer commitment.

Requirements

• 7+ years of Customer Success, Strategic Account Management, or Enterprise Partnership roles, supporting complex B2B SaaS, Developer Tools, or AI/ML products, with at least 3-5 years in a senior/strategic role
• Demonstrated experience managing large, complex enterprise accounts with a proven track record of driving NRR and retention
• Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals
• Exceptional communication and presentation skills, capable of influencing C-level executives and key stakeholders
• Strong technical aptitude with the ability to understand and articulate complex product capabilities to non-technical audiences
• Strategic thinker with a proactive approach to identifying client risks and opportunities.
• Ability to thrive in a fast-paced, high-growth environment and adapt to evolving business needs
• Familiarity and experience with building and deploying AI agents
• Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs
• This role is remote-first, so it can be executed from anywhere in the United States, however the ability to operate in ET, CT, MT, or PT timezones is required.

Nice To Haves

• Experience in audio AI space
• There is a preference for candidates to be based in New York City or San Francisco, with the option to work out of our offices in these cities.

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
• Number of Employees: 251-500 employees