Customer Success Lead - UK/I
New
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ElevenLabsAI Research
This role is remote-first, so it can be executed from anywhere within UK&I.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in Customer Success or post-sales roles within SaaS; 5+ years of direct people leadership experience.
- Required Skills
- Data AnalysisSalesforceAccount ManagementCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS.
- Experience with UK&I accounts.
- Demonstrated technical acumen to upskill team on product capabilities, integrations, and data insights.
- 5+ years of direct people leadership experience managing CSMs.
- Strong player-coach mindset with ability to manage key accounts directly.
- Proven success in exceeding renewal, expansion, and NRR goals.
- Expertise in CS methodologies (success planning, adoption frameworks, ROI storytelling, executive alignment).
- Strong analytical and operational skills using data to identify trends and forecast outcomes.
- Strong builder mindset for redefining processes and playbooks in an AI-first environment.
- Bonus: Proficiency with tools such as Salesforce, Gong, Sigma, and Pylon.
Responsibilities
- Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.
- Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
- Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
- Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
- Monitor and optimize delivery quality across all accounts, ensuring consistency and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows to scale team impact.
- Build and maintain executive-level relationships across priority accounts.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM & cross functional leadership to align organizational objectives.
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