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ElevenLabs is an AI research and product company that has raised $781M in funding with an $11B valuation. The company serves millions of users and thousands of businesses including Deutsche Telekom and Meta, with investors including Andreessen Horowitz, ICONIQ Growth, and Sequoia. ElevenLabs operates three main platforms: ElevenAgents (voice and chat agents at scale), ElevenCreative (speech, music, image, and video generation across 70+ languages), and ElevenAPI (AI audio foundational models for developers).
This role is a strategic customer success position focused on EMEA, particularly the DACH market (Germany, Austria, Switzerland). You will manage a portfolio of 20-30 enterprise and strategic clients, driving high-impact relationships and ensuring alignment between customer objectives and product strategy. Key responsibilities include leading onboarding and long-term adoption initiatives across multiple products, analyzing customer usage to identify expansion opportunities, and owning commercial outcomes including renewals, expansions, Net Revenue Retention (NRR), and Gross Revenue Retention (GRR). You will act as the voice of the customer internally, influencing roadmap priorities and shaping CS organizational processes alongside CS Leadership and cross-functional teams in Engineering and Sales.
ElevenLabs operates with a high-velocity, impact-driven culture emphasizing rapid experimentation, lean autonomous teams, minimal bureaucracy, and AI-first decision-making. The company prioritizes talent over location and offers professional development stipends, annual social travel budgets, annual company offsites, and co-working stipends for remote team members.
REQUIREMENTS:
- 7-10 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment
- Proven success demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies)
- Deep experience operating with strategic accounts in the DACH market; understanding of the ecosystem, challenges, and nuances of this market
- Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals
- Builder mindset with focus on scalable systems, operational excellence, and continuous improvement
- Exceptional communication and relationship management skills, with ability to influence stakeholders at all levels of complex organizations
- Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities
- Fluency in English and German; additional languages are an asset
