Senior Customer Success Manager

Senior Customer Success Manager

About ElevenLabs

ElevenLabs creates the most realistic, versatile and contextually-aware AI voices. We're the leaders in voice technology with our cutting-edge research and products that enable our customers to generate content at scale. We have deployed a platform for creators & publishers to turn their long text into audio with compelling and natural voices. Currently, we are expanding the capabilities of the platform to incorporate comprehensive generative voice control. This entails developing tools to convert videos and podcasts into speech, supporting multiple languages, while maintaining the unique characteristics of the speaker's voice, providing emotional control, and even creating entirely new character voices. ElevenLabs was founded by two experienced engineers who previously worked at Google and Palantir, bringing their expertise from the world of big tech into new frontier. We have secured venture capital funding and have recently concluded our successful Series-A round. Join us in shaping the future of voice technology.

About the role

We’re looking for a self-starter, highly energetic Customer Success leader 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. In this role you will:

• Create ElevenLabs’ Customer Success playbook that helps us scale to $500M+ in ARR supporting 1,000s of enterprises.
• Build and maintain strong relationships with our enterprise clients to drive their success.
• Play a key role in onboarding enterprise clients and defining the best practices across the world.
• Measure and improve customer satisfaction & experience.
• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.
• Own customer success KPIs and track them against the company goals.

Who you are

We are a young company of highly motivated individuals who work together while being spread across the globe. Each one of us is driven by the pursuit of excellence, supporting one another while taking ownership of our outcomes, and exploring uncharted territories. To thrive in this environment, you embody these attitudes: You are passionate about text-to-speech AI driven by a desire to make content universally accessible and breaking the frontiers of new tech. You are a highly motivated and driven individual with a strong work ethic. Our team is committed to going the extra mile, even if it means working long nights and weekends to achieve our goals. You strive for excellence in every aspect of work, consistently taking ownership of your outcomes and overdelivering on goals. Have a humble attitude and are eager to learn whatever it might take to help your team and our customers succeed.

What you bring

• 3-7 years of previous experience in Customer Success in a SaaS, fast-paced organisation.
• 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 and analytical skills to address customer needs and concerns.
• A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale.

What we offer

• A salary between $60k-$100k; depending on qualification, location and experience.
• Remote-first; we look at who you are rather than where you live. That’s why we are growing across the globe and support your preferred location.
• Flexible working hours; we are a remote-first company and believe in a healthy work-life balance.
• Bi-annual company off-sites; the last two were in Portugal and Spain.
• Opportunity to work with a super smart and ambitious group of people.