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Senior Customer Success Manager - United States



Customer Service, Sales & Business Development
United States
Posted on Tuesday, July 2, 2024

ElevenLabs is a growth-stage startup that has built the most advanced AI voice models and AI voice products (text to speech, audiobooks creation, dubbing, and the voice library).

We launched in January 2023 and have since reached over 1 million users and partnered with the world’s largest publishers (The New Yorker, The Washington Post, The Atlantic), media companies (Super Hi-Fi, D-ID, Futuri), and gaming studios (Paradox, Cloud Imperium Games, Don’t Nod). We are backed by the leading names in tech and AI (Nat Fridman, Daniel Gross, Andreessen Horowitz, Instagram co-founder Mike Krieger, Oculus VR co-founder Brendan Iribe, Deepmind & Inflection co-founder Mustafa Suleyman, and many others).

We have a unique mix of in-house cutting-edge machine learning research (led by our co-founder Piotr, who was previously a researcher at Google) and strong product-led traction (led by our co-founder Mati, who was at Palantir before and after the IPO).

We have recently concluded our successful Series-B funding round and are hiring to double down on our initial traction to make ElevenLabs a truly generational product company and research lab.

Join us in shaping the future of voice technology.

About the role

We’re looking for a self-starter, highly energetic Customer Success leader 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:

  • Create ElevenLabs’ Customer Success playbook that helps us scale to $500M+ in ARR supporting 1,000s of enterprises.

  • Build and maintain strong relationships with our enterprise clients to drive their success.

  • Play a key role in onboarding enterprise clients and defining the best practices across the world.

  • Measure and improve customer satisfaction & experience.

  • Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.

  • Own customer success KPIs and track them against the company goals.

Who you are

We are a young company of highly motivated individuals who work together while being spread across the globe. Each one of us is driven by the pursuit of excellence, supporting one another while taking ownership of our outcomes, and exploring uncharted territories. To thrive in this environment, you embody these attitudes: You are passionate about text-to-speech AI driven by a desire to make content universally accessible and breaking the frontiers of new tech. You are a highly motivated and driven individual with a strong work ethic. Our team is committed to going the extra mile, even if it means working long nights and weekends to achieve our goals. You strive for excellence in every aspect of work, consistently taking ownership of your outcomes and overdelivering on goals. Have a humble attitude and are eager to learn whatever it might take to help your team and our customers succeed.

What you bring

  • 3-7 years of previous experience in Customer Success in a SaaS, fast-paced organisation.

  • 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 and analytical skills to address customer needs and concerns.

  • A hybrid of customer & product-driven mentality that prioritises client satisfaction & scale.

What we offer

  • Remote-first; we look at who you are rather than where you live. That’s why we are growing across the globe and support your preferred location.

  • Flexible working hours; we are a remote-first company and believe in a healthy work-life balance.

  • Bi-annual company off-sites; the last two were in Portugal and Spain.

  • Opportunity to work with a super smart and ambitious group of people.