Customer Success - United States - Scale

ElevenLabs • New York City, NY

20h • Remote

About The Position

We’re looking for a self-starting, highly energetic Customer Success professional based in the USA, who is passionate about voice technology. We don’t just sell a product, we’re building a community of highly engaged people that want to partner with us for the long term. We love listening to our clients to support them with a top-notch onboarding, daily management and value extraction experience.

Requirements

• 1-3 years of previous experience in Customer Success in a SaaS, fast-paced organization.
• A strong scalability and customer excellence mindset.
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization.
• Excellent problem-solving, technical, and analytical skills to address customer needs and concerns.
• A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale.

Responsibilities

• Manage a scale book of business of around 100 accounts.
• Partner on the development of ElevenLabs’ scaled Customer Success playbook that helps us grow this important part of the Enterprise business.
• Build and maintain strong relationships with high potential clients to drive their success.
• Own the upsell, cross sell, and renewal processes for the scale segment.
• Bring a value at volume mindset to create repeatable and self-serve processes + resources for these customers.
• Measure and improve customer satisfaction & experience.
• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.
• Own your NRR + customer health KPIs and track them against the company goals.

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: Entry Level
• Education Level: No Education Listed
• Number of Employees: 251-500 employees