Customer Success Lead - Western Europe
New
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ElevenLabsAI Research
Remote-first, so it can be executed from anywhere within Europe. If you prefer, you can work from our offices in London, Dublin or Paris.Full-TimeLead
Salary not disclosed
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Job Details
- Experience
- 10+ years of experience in Customer Success or post-sales roles; 5+ years of direct people leadership experience
- Required Skills
- SalesforceAccount ManagementData analyticsCustomer SuccessSaaS
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some within Western Europe accounts.
- 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent.
- Strong technical acumen with the ability to upskill and enable the team on product capabilities, integrations, and data insights.
- Strong player-coach mindset: comfortable managing key accounts directly while leading others.
- Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement.
- Expertise in CS methodologies and best practices, such as success planning, adoption frameworks, and ROI storytelling.
- Strong analytical and operational skills, adept at using data to identify trends, optimize workflows, and forecast outcomes.
- Strong builder mindset, capable of building processes and playbooks from scratch.
- Ability to operate with an AI-first mindset.
- Hands-on experience with tools like Salesforce, Gong, Sigma, and Pylon is a bonus.
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, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM and cross-functional leadership to align organizational objectives and drive cross-functional initiatives.
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