Customer Success - Strategic

About ElevenLabsElevenLabs is a research and product company defining the frontier of audio AI. Millions of people use our technology to read articles, voice over videos, and restore voices lost to disability. Leading developers and enterprises worldwide use ElevenLabs to build intelligent agents for support, sales, and education.We launched in January 2023 with the first AI model to cross the threshold of human-like speech. In January 2025, we raised a $180 million Series C round, valuing the company at $3.3 billion. By September 2025, that valuation doubled to $6.6 billion as we surpassed $200 million ARR in under three years.Our mission is to build the most important audio AI platform in the world, solve AI audio intelligence, and make information accessible in any voice, language, or sound.Our core offerings are our Creative Platform and the Agents Platform, powered by proprietary Text to Speech, Speech to Text, and conversational AI models.We are just getting started. If you want to work hard and create lasting impact, we would like to hear from you.How we workHigh-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.Impact not job titles: We don t have job titles. Instead, it s about the impact you have. No task is above or beneath you.AI first: We use AI to move faster with higher-quality results. We do this across the whole company from engineering to growth to operations.Excellence everywhere: Everything we do should match the quality of our AI models.Global team: We prioritize your talent, not your location.What we offerInnovative 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.About the roleDrive strategic account management: Build and manage high-impact relationships across a book of 20 enterprise and strategic clients, ensuring alignment between customer objectives and product strategyAccelerate customer value: Lead onboarding and long-term adoption initiatives across multiple products, ensuring customers achieve meaningful and measurable outcomesDrive multi-product adoption: Analyse customer usage and engagement across our product suite to identify opportunities for increasing adoption, deepening integration, and maximising customer value across our customers businessOwn commercial outcomes: Manage renewals and expansions across your portfolio, owning key metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), and directly contributing to overall company growth targetsShape the CS organization: Partner with CS Leadership and cross-functionally with Engineering, Sales, and other cross functional teams to refine processes, develop scalable solutions, and define best practices that enhance the customer experienceChampion customer success excellence: Act as the voice of the customer internally, influencing roadmap priorities and ensuring long-term partnership successRequirements7-9 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environmentProven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies)Strong commercial acumen with a track record of owning and exceeding renewal and expansion goalsA builder mindset with a focus on scalable systems, operational excellence, and continuous improvementExceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizationsAnalytical and creative problem-solving abilities, adept at turning insights into strategic opportunitiesFluency in English; additional languages are an asset#LI-Remote