Customer Success Lead - Western Europe

About ElevenLabs ---------------- ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always. We have expanded from voice into three main platforms: * ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. * ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. * ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. How we work ----------- * **High-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 offer ------------- * **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. **About the Role** As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the Western Europe region. 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. **You will:** * Lead, coach, and develop a high-performing CS team, owning team and regional NRR 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 Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams. **Requirements** • 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within Western Europe 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. • 5+ 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 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. • Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset • Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team. This role is remote-first, so it can be executed from anywhere within Europe. If you prefer, you can work from our offices in London, Dublin or Paris. Find more [English Speaking Jobs in Germany](https://www.arbeitnow.com/english-speaking-jobs) on Arbeitnow