Customer Success Manager

ElevenLabs is a hyper growth startup that has built the most advanced AI voice models and AI voice products in the industry. We're building AI to shape the future of communication ensuring content is understood by everyone everywhere.

Since launch in January 2023 we have reached over 1 million users and partnered with the world’s largest publishers (The New Yorker The Washington Post The Atlantic) media companies (Super Hi-Fi D-ID Futuri) and gaming studios (Paradox Cloud Imperium Games Don’t Nod). We are backed by the leading names in tech and AI (Nat Fridman Daniel Gross Andreessen Horowitz Instagram co-founder Mike Krieger Oculus VR co-founder Brendan Iribe Deepmind & Inflection co-founder Mustafa Suleyman and many others).

ElevenLabs has have a unique mix of in-house cutting-edge machine learning research (led by our co-founder Piotr who was previously a researcher at Google) and strong product-led traction (led by our co-founder Mati who was at Palantir before and after the IPO).

We have recently concluded a successful Series-B funding round and are hiring to double down on our initial traction to make ElevenLabs a generational product company and research lab.

Join us in shaping the future of voice technology.

About the role

We’re looking for a self-starting highly energetic Customer Success Manager based in the USA 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:

• Manage a commercial book of business of about 200 accounts

• Partner on the development of ElevenLabs’ Customer Success playbook that helps us scale to $500M+ in ARR supporting 1000s of enterprises.

• Build and maintain strong relationships with your clients to drive their success.

• Play a key role in onboarding 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 your NRR + customer health 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 organization.

• 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 prioritizes client satisfaction & scale.

What we offer

• 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 Croatia.

• Opportunity to work with a super smart and ambitious group of people.