Customer Success Lead

About the role

The Customer Success Lead will manage a team of experienced professionals across the UK and Ireland, balancing people leadership with hands-on account management. This role focuses on driving customer retention, expansion, and NRR performance while implementing scalable processes and playbooks. The successful candidate will act as a strategic advisor to key accounts and represent the voice of the customer within the company leadership.

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.
• Partner with Europe GTM and cross-functional leadership to align organizational objectives and drive cross-functional initiatives.

Required skills

• Customer Success
• SaaS
• People leadership
• Account management
• Renewal management
• Data analysis
• Operational efficiency

Nice to have

• Salesforce
• Gong
• Sigma
• Pylon

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 experience, creative content generation, and developer APIs.