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ElevenLabs · 2 days ago

Customer Success - United States - Strategic

United States

Full-time

Remote

Senior Level

7+ years exp

ElevenLabs is a research and product company defining the frontier of audio AI, with a mission to build the most important audio AI platform in the world. The Customer Success role focuses on partnering with enterprise customers to build and deploy conversational agents, ensuring clear business outcomes and driving revenue growth through strategic account management.

Artificial Intelligence (AI)Content CreatorsDeveloper APIsFoundational AIGenerative AI

Responsibilities

Partner directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform

Advise on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments

Guide customers through best practices for deploying and scaling agents across web, mobile, and telephony, and for integrating agents with existing data sources and systems

Analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale

Own expansion outcomes across a defined portfolio of enterprise accounts

Measure success by net revenue retention and sustained multi-product adoption

Identify expansion opportunities, drive cross-sell through deeper agent usage, and partner with Sales, Engineering, and Customer Success to convert technical success into durable revenue growth and long-term customer commitment

Qualification

Customer SuccessStrategic Account ManagementB2B SaaSAI/ML productsAPI IntegrationsTechnical aptitudeExperience in audio AIExceptional communicationPresentation skillsStrategic thinkerFast-paced adaptability

Required

7+ years of Customer Success, Strategic Account Management, or Enterprise Partnership roles, supporting complex B2B SaaS, Developer Tools, or AI/ML products, with at least 3-5 years in a senior/strategic role

Demonstrated experience managing large, complex enterprise accounts with a proven track record of driving NRR and retention

Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals

Exceptional communication and presentation skills, capable of influencing C-level executives and key stakeholders

Strong technical aptitude with the ability to understand and articulate complex product capabilities to non-technical audiences

Strategic thinker with a proactive approach to identifying client risks and opportunities

Ability to thrive in a fast-paced, high-growth environment and adapt to evolving business needs

Familiarity and experience with building and deploying AI agents

Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs