Customer Success Manager

2 weeks ago


New York, New York, United States Eleven Labs Full time

About ElevenLabs

We're a hyper-growth startup revolutionizing voice technology with advanced AI models and products. Our mission is to make content universally accessible, breaking frontiers in new tech.

Role Overview

We're seeking a highly motivated Customer Success Manager to join our team. As a key player in our customer success strategy, you'll be responsible for managing a commercial book of business, creating a customer success playbook, and building strong relationships with clients to drive their success.

Key Responsibilities

  • Manage a commercial book of business of approximately 200 accounts
  • Create a customer success playbook to scale to $500M+ in ARR, supporting 1,000s of enterprises
  • Build and maintain strong relationships with clients to drive their success
  • Play a key role in onboarding enterprise clients and defining 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 company goals

What We Offer

  • Remote-first work environment, with flexible working hours and a healthy work-life balance
  • Opportunity to work with a super smart and ambitious group of people
  • Bi-annual company off-sites, with previous events held in Portugal and Croatia

Requirements

  • 3-7 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 and analytical skills to address customer needs and concerns
  • A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale


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