At a Glance
- Tasks: Lead a high-performing Customer Success team and drive post-sales excellence.
- Company: Join ElevenLabs, a pioneering AI company with an innovative culture.
- Benefits: Enjoy competitive salary, professional development stipend, and annual company offsite trips.
- Other info: Remote-first role with opportunities for co-working and dynamic career growth.
- Why this job: Shape the future of AI while making a real impact on customer success.
- Qualifications: 10+ years in Customer Success, with strong leadership and technical skills.
The predicted salary is between 80000 - 100000 £ per year.
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 organisational 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 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 UK&I. If you prefer, you can work from our offices in London and Dublin.
Customer Success Lead - UK/I London +1 more employer: Elevenlabs
At Elevenlabs, we pride ourselves on being an innovative employer that values collaboration and growth. Our work culture fosters creativity and inclusivity, providing employees with ample opportunities for professional development and the chance to make a significant impact in a global setting. With a focus on building strong partnerships, our team enjoys a dynamic environment where their contributions directly enhance customer outcomes and partner success.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Lead - UK/I London +1 more
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Elevenlabs. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Elevenlabs before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Lead - UK/I London +1 more
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Elevenlabs:Your cover letter is your chance to shine! Tell us why you want to work at Elevenlabs specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Elevenlabs!
How to prepare for a job interview at Elevenlabs
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
