Customer Success Lead - UK/I in London

Overview

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.

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 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 prioritise 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 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, 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 UK&I 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 initiatives.