Customer Success – Scale

Job Description

Title: Customer Success – United States – Scale Location New York, San Francisco Employment Type Full time Department GTM Job Description: This role is remote, so it can be executed globally. If you prefer, you can work from our offices in New York and San Francisco. About ElevenLabs ElevenLabs is a research and product company defining the frontier of Audio AI. Millions of individuals use ElevenLabs to read articles, voice over their videos, and reclaim voices lost from disability. And the leading developers and enterprises use ElevenLabs to create AI agents for support, sales, and education. ElevenLabs 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 ElevenLabs at $3.3 billion. The round was co-led by Andreessen Horowitz and ICONIQ Growth, with continued support from the leading names in tech, including Nat Friedman, Daniel Gross, Instagram co-founder Mike Krieger, Oculus VR co-founder Brendan Iribe, DeepMind and Inflection co-founder Mustafa Suleyman, and many others. ElevenLabs is only 2 years old and scaling rapidly. We are just getting started. If you want to work hard and have an incredible impact, we would love 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. We are remote first with optional in-person offices in London, New York, San Francisco, Tokyo, and Warsaw. What we offer Flexible time off: We trust you to balance rest with the high-energy demands of an early-stage startup. Coworking : If you’re not located near one of our main hubs, we offer a monthly coworking stipend. Learning & development : Annual discretionary stipend towards professional development. Social travel : Annual discretionary stipend to meet up with colleagues each year, however you choose. Annual company offsite: We bring the entire company together at a new location every year. About the role We’re looking for a self-starting, highly energetic Customer Success professional 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 scale book of business of around 100 accounts. Partner on the development of ElevenLabs’ scaled Customer Success playbook that helps us grow this important part of the Enterprise business. Build and maintain strong relationships with high potential clients to drive their success. Own the upsell, cross sell, and renewal processes for the scale segment. Bring a value at volume mindset to create repeatable and self-serve processes + resources for these customers. 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. Requirements 1-3 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, technical, and analytical skills to address customer needs and concerns. A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale. #LI-remote Title: Customer Success – United States – Scale Title: New York, San Francisco Full time GTM Job Description: Job Description: This role is remote, so it can be executed globally. If you prefer, you can work from our offices in New York and San Francisco. About ElevenLabs ElevenLabs is a research and product company defining the frontier of Audio AI. Millions of individuals use ElevenLabs to read articles, voice over their videos, and reclaim voices lost from disability. And the leading developers and enterprises use ElevenLabs to create AI agents for support, sales, and education. ElevenLabs 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 ElevenLabs at $3.3 billion. The round was co-led by Andreessen Horowitz and ICONIQ Growth, with continued support from the leading names in tech, including Nat Friedman, Daniel Gross, Instagram co-founder Mike Krieger, Oculus VR co-founder Brendan Iribe, DeepMind and Inflection co-founder Mustafa Suleyman, and many others. ElevenLabs is only 2 years old and scaling rapidly. We are just getting started. If you want to work hard and have an incredible impact, we would love to hear from you. 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. We are remote first with optional in-person offices in London, New York, San Francisco, Tokyo, and Warsaw. High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. High-velocity: 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. 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. Impact not job titles: 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. 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. AI first: Excellence everywhere: Everything we do should match the quality of our AI models. Excellence everywhere: Everything we do should match the quality of our AI models. Excellence everywhere: Global team: We prioritize your talent, not your location. We are remote first with optional in-person offices in London, New York, San Francisco, Tokyo, and Warsaw. Global team: We prioritize your talent, not your location. We are remote first with optional in-person offices in London, New York, San Francisco, Tokyo, and Warsaw. Global team: Flexible time off: We trust you to balance rest with the high-energy demands of an early-stage startup. Coworking : If you’re not located near one of our main hubs, we offer a monthly coworking stipend. Learning & development : Annual discretionary stipend towards professional development. Social travel : Annual discretionary stipend to meet up with colleagues each year, however you choose. Annual company offsite: We bring the entire company together at a new location every year. Flexible time off: We trust you to balance rest with the high-energy demands of an early-stage startup. Flexible time off: We trust you to balance rest with the high-energy demands of an early-stage startup. Flexible time off: Coworking : If you’re not located near one of our main hubs, we offer a monthly coworking stipend. Coworking : If you’re not located near one of our main hubs, we offer a monthly coworking stipend. Coworking Learning & development : Annual discretionary stipend towards professional development. Learning & development : Annual discretionary stipend towards professional development. Learning & development Social travel : Annual discretionary stipend to meet up with colleagues each year, however you choose. Social travel : Annual discretionary stipend to meet up with colleagues each year, however you choose. Social travel Annual company offsite: We bring the entire company together at a new location every year. Annual company offsite: We bring the entire company together at a new location every year. Annual company offsite: About the role We’re looking for a self-starting, highly energetic Customer Success professional 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 scale book of business of around 100 accounts. Partner on the development of ElevenLabs’ scaled Customer Success playbook that helps us grow this important part of the Enterprise business. Build and maintain strong relationships with high potential clients to drive their success. Own the upsell, cross sell, and renewal processes for the scale segment. Bring a value at volume mindset to create repeatable and self-serve processes + resources for these customers. 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. Manage a scale book of business of around 100 accounts. Manage a scale book of business of around 100 accounts. Partner on the development of ElevenLabs’ scaled Customer Success playbook that helps us grow this important part of the Enterprise business. Partner on the development of ElevenLabs’ scaled Customer Success playbook that helps us grow this important part of the Enterprise business. Build and maintain strong relationships with high potential clients to drive their success. Build and maintain strong relationships with high potential clients to drive their success. Own the upsell, cross sell, and renewal processes for the scale segment. Own the upsell, cross sell, and renewal processes for the scale segment. Bring a value at volume mindset to create repeatable and self-serve processes + resources for these customers. Bring a value at volume mindset to create repeatable and self-serve processes + resources for these customers. Measure and improve customer satisfaction & experience. Measure and improve customer satisfaction & experience. Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion. 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. Own your NRR + customer health KPIs and track them against the company goals. Requirements 1-3 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, technical, and analytical skills to address customer needs and concerns. A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale. 1-3 years of previous experience in Customer Success in a SaaS, fast-paced organization. 1-3 years of previous experience in Customer Success in a SaaS, fast-paced organization. A strong scalability and customer excellence mindset. 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. Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization. Excellent problem-solving, technical, and analytical skills to address customer needs and concerns. Excellent problem-solving, technical, and analytical skills to address customer needs and concerns. A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale. A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale. #LI-remote