Customer Success Lead

About the role

The Customer Success Lead will manage a team of experienced professionals across the UK and Ireland region, balancing people leadership with hands-on account management. This role focuses on driving retention, expansion, and net revenue retention while setting strategic direction and implementing scalable processes. The successful candidate will act as a player-coach, fostering a high-performance culture and representing the voice of the customer within the organization.

Responsibilities

• 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.
• 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.

Required skills

• Customer Success
• SaaS
• People Leadership
• Account Management
• Renewal Strategy
• Data Analysis
• Operational Efficiency

Nice to have

• Salesforce
• Gong
• Sigma
• Pylon

Qualifications

• 10+ years of experience in Customer Success or post-sales roles within SaaS
• 5+ years of direct people leadership experience

Benefits

• Annual discretionary professional development stipend
• Annual discretionary social travel stipend
• Annual company offsite
• Monthly co-working stipend

About the Company

ElevenLabs is an AI research and product company transforming how we interact with technology. They have developed human-like AI voice models and expanded into platforms for customer experiences, creative content generation, and developer APIs.