Customer Success Lead - UK/I
New
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ElevenLabsAI SaaS
This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin.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
- SalesforceCustomer SuccessSaaS
Requirements
- Bring 10+ years of experience in Customer Success or post-sales roles within SaaS.
- Have 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent through coaching and enablement.
- Demonstrate technical acumen and the ability to enable a team in product capabilities, integrations, and data insights.
- Be comfortable managing key accounts directly while leading others across their portfolios.
- Show success exceeding renewal, expansion, and NRR goals through customer engagement and strategic account management.
- Bring expertise in Customer Success methodologies, including success planning, adoption frameworks, ROI storytelling, and executive alignment.
- Use data to identify performance trends, optimize workflows, and forecast outcomes.
- Be experienced in building processes and playbooks from scratch and working with an AI-first mindset.
- Ideally, have experience with Salesforce, Gong, Sigma, or Pylon and improving data quality, visibility, and usage insights.
Responsibilities
- Lead, coach, and develop the Customer Success team, owning team and regional NRR, retention, and expansion goals.
- Manage priority accounts directly and join key customer conversations as a player-coach.
- Guide complex post-sales and renewal cycles, unblock issues, drive adoption, and identify expansion opportunities.
- Set team direction and align Customer Success initiatives with company goals and market trends.
- Monitor delivery quality across accounts and implement scalable processes to improve accuracy, visibility, and operational efficiency.
- Design repeatable playbooks for renewals, upsells, and adoption, and automate workflows and tools.
- Develop and optimize Commercial and Scale playbooks for consistent execution and measurable impact.
- Build executive-level relationships across priority accounts and serve as a strategic advisor and customer advocate.
- Represent the voice of the customer in leadership discussions about roadmap, operations, and revenue strategies.
- Partner with Europe GTM and cross-functional leaders to align objectives and coordinate execution across Customer Success, sales, and operations.
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