Customer Success Lead - Commercial & Scale

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 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 Commercial and Scale segments. 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 quota 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 Revenue & cross functional leadership to align organizational objectives drive cross-functional initiatives and ensure cohesive execution across customer success sales and operations teams.

Requirements

• 7+ years of experience in Customer Success or post-sales roles within SaaS ideally with commercial or mid-market 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.

• 2–3+ 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 achieving or 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.

• Bonus: Hands-on with tools (Salesforce Gong Sigma Pylon) and capable of improving data quality visibility and usage insights across the team.

Location

This role is remote-first so it can be executed from anywhere in the U.S. with the ability to operate between GMT-4 and GMT -7 timezones required. If you prefer you can work from our offices in New York and San Francisco.