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For Companies At a Glance
- Tasks: Lead a dynamic Customer Success team, driving excellence and measurable value for clients.
- Company: Join ElevenLabs, a pioneering audio AI company shaping the future of technology.
- Benefits: Enjoy remote work, professional development stipends, and exciting annual offsite trips.
- Why this job: Make a real impact in AI while developing your leadership skills in a fast-paced environment.
- Qualifications: 10+ years in Customer Success with strong people leadership and technical skills.
- Other info: Remote-first role with opportunities for growth and collaboration across a global team.
The predicted salary is between 60000 - 84000 £ per year.
About ElevenLabs
ElevenLabs 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. 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.
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.
- AI first: We use AI to move faster with higher-quality results.
- 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.
- Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact.
- Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.
- Social travel: We provide an annual discretionary stipend to meet up with colleagues each year.
- Annual company offsite: Each year, we bring the entire team together in a new location.
- 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 UK&I 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.
- 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.
- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate.
- 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.
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts.
- Demonstrated technical acumen with the ability to upskill and enable the team.
- 5+ years of direct people leadership experience.
- Passion for developing people and building a high-performance, feedback-driven culture.
- Strong player-coach mindset.
- Demonstrated success in exceeding renewal, expansion, and NRR goals.
- Expertise in CS methodologies and best practices.
- Strong analytical and operational skills.
- Strong builder mindset.
- Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon).
This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin.
Customer Success Lead - UK/I employer: Elevenlabs
Contact Detail:
Elevenlabs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Lead - UK/I
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they impact customers. This will help you show genuine interest and align with their mission.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Success Lead. Highlight your leadership skills and how you can drive customer satisfaction and retention.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Customer Success Lead - UK/I
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for audio AI and customer success shine through. We want to see how your passion aligns with our mission at ElevenLabs!
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success, especially within SaaS. We love seeing how your background can contribute to our high-performing team!
Be Authentic: Don’t be afraid to show your personality! We value authenticity and want to get a sense of who you are beyond just your qualifications. Let us know what makes you tick!
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to keep track of your application and ensure it gets the attention it deserves!
How to prepare for a job interview at Elevenlabs
✨Know Your Stuff
Before the interview, dive deep into ElevenLabs' products and services. Understand their audio AI technology and how it impacts customer success. This knowledge will help you demonstrate your passion for the role and show that you're genuinely interested in what they do.
✨Showcase Your Leadership Skills
As a Customer Success Lead, you'll need to highlight your experience in leading teams. Prepare examples of how you've coached and developed team members in the past. Be ready to discuss specific strategies you've used to drive customer retention and expansion goals.
✨Be a Player-Coach
Emphasise your player-coach mindset during the interview. Share instances where you've directly managed key accounts while also leading a team. This balance is crucial for the role, so make sure to illustrate how you can excel in both areas.
✨Data-Driven Decision Making
Since the role requires strong analytical skills, come prepared with examples of how you've used data to optimise workflows and improve customer outcomes. Discuss any tools you've used, like Salesforce or Gong, to enhance visibility and insights across your team.
