Customer Success Lead - Western Europe
New
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ElevenLabsAI Research
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 within SaaS; 5+ years of direct people leadership experience
- Required Skills
- Data AnalysisSalesforceCustomer SuccessSaaSAccount Management
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some within Western Europe accounts.
- Demonstrated technical acumen to upskill the team in product capabilities, integrations, and data insights.
- 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent.
- Strong player-coach mindset with comfort managing key accounts while leading others.
- Demonstrated success in exceeding renewal, expansion, and NRR goals.
- Expertise in CS methodologies such as success planning, adoption frameworks, ROI storytelling, and executive alignment.
- Strong analytical and operational skills using data to identify performance trends and forecast outcomes.
- Strong builder mindset with experience building processes and playbooks from scratch.
- Operating with an AI-first mindset.
- Bonus: Hands-on experience with tools like 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, excellence, and predictability in customer outcomes.
- 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 objectives and drive cohesive execution.
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