Customer Success - United States - Strategic

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 a Strategic Customer Success team member, you will own a select book of high-value enterprise relationships and serve as a trusted advisor to our most strategic customers. You are responsible for steering and accelerating growth, retention, and value realization in these flagship accounts, ensuring they see the full impact of our technology, while also contributing to our long-term revenue trajectory.

You will:

• Own a portfolio of key accounts, building deep executive-level relationships and acting as the primary voice of the customer within our organization.

• Develop and execute account growth strategies: identifying expansion and cross-sell opportunities, aligning on business outcomes with customers, and driving mutually beneficial roadmaps.

• Partner with internal stakeholders (Sales, Engineering, Growth, RevOps) to align the customer’s journey, elevate adoption, blueprint value, and resolve complex business-or-technical challenges.

• Monitor and optimize customer health across adoption, usage, ROI, and retention metrics; establish proactive interventions to mitigate churn risk and unlock expansion potential.

• Serve as a key contributor to our CS playbook: influencing processes, best-practices, success frameworks and scalability approaches that support our enterprise growth ambitions.

• Represent the enterprise customer voice and performance insights in senior leadership forums, reporting on account performance, risk/upsell pipeline, strategic initiatives and overarching partnerships.

• Actively evangelise our product and vision internally and externally: you’ll present at business reviews, articulate value to stakeholders, and reinforce our status as a strategic partner rather than simply a vendor.

• Operate with autonomy and rigour in a high-velocity, scale-up environment, setting the bar for strategic impact, customer advocacy and measurable business outcomes.
  

Requirements

• 8 + years of Customer Success, Strategic Account Management, or Enterprise Customer/Partner-facing roles in a SaaS or technology business, with at least 3-5 years in a senior/strategic role.

• Proven track record managing and growing a portfolio of high-value enterprise customers - successfully driving renewal, expansion and advocacy.

• Strong business acumen: ability to craft and manage account strategies, build ROI-based value cases, influence at C-level, link product usage to business outcomes.

• Excellent interpersonal and executive communication skills - comfortable engaging senior stakeholders, navigating complex organizations, aligning internal and external priorities.

• Demonstrated operational discipline: tracking and driving customer health metrics, forecasting renewal and expansion outcomes, identifying risks and upside, and turning insights into action.

• Experience collaborating cross-functionally with product, engineering, sales, operations and marketing to drive adoption, feature adoption, co-innovation, and seamless customer journeys.

• Strategic mindset with a bias for action: you thrive in ambiguous, fast-moving environments and are comfortable creating structure where none yet exists.

• Desire and ability to be a product champion: you understand the technical and business value of software platforms, are curious about innovation, and can translate features into strategic advantage for customers.

• Data-driven orientation: fluent in metrics, dashboards and analytics comfortable using customer usage data, NRR/GRR, health scores and other KPIs to guide decision-making and account planning.

• Passion for building long-term partnerships: you excel not just at delivery, but at elevating the relationship to one of strategic value, trust and growth.

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.