Customer Success Lead
New
E
ElevenLabsAI SaaS
Listing locations: Germany, FranceFull-TimeLead
Salary not disclosed
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Job Details
- Languages
- Proficiency in German or French is required.
- Experience
- 10+ years of experience in Customer Success or post-sales roles within SaaS; 5+ years of direct people leadership experience.
- Required Skills
- People ManagementSalesforceCustomer SuccessSaaS
Requirements
- Bring 10+ years of experience in Customer Success or post-sales roles within SaaS.
- Have ideally managed accounts in Western Europe.
- Demonstrate technical acumen and the ability to enable a team on product capabilities, integrations, and data insights.
- Have 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent through coaching and enablement.
- Be comfortable managing key accounts directly while leading others across their portfolios.
- Demonstrate success exceeding renewal, expansion, and NRR goals through customer engagement and strategic account management.
- Bring expertise in Customer Success methods, including success planning, adoption frameworks, ROI storytelling, and executive alignment.
- Use data to identify performance trends, optimize workflows, and forecast outcomes.
- Be able to build and refine processes and playbooks, with an AI-first mindset.
- Be proficient in German or French.
- Hands-on experience with Salesforce, Gong, Sigma, or Pylon is a bonus.
Responsibilities
- Lead, coach, and develop the Customer Success team, owning team and regional NRR performance, retention, and expansion goals.
- Manage priority accounts directly and participate in key customer conversations.
- Lead complex post-sales and renewal cycles, resolve blockers, drive adoption, and identify expansion opportunities.
- Set team strategy aligned with company goals and market trends.
- Monitor delivery quality across accounts and implement scalable processes to improve accuracy, visibility, and operational efficiency.
- Create repeatable playbooks for renewals, upsells, and adoption, and automate workflows and tools.
- Develop and optimize Commercial and Scale playbooks, refining their execution and impact.
- Build executive-level relationships across priority accounts and serve as a strategic advisor and customer advocate.
- Represent customer needs in leadership discussions and influence roadmap, operations, and revenue strategies.
- Partner with Europe GTM and cross-functional leaders to coordinate initiatives across customer success, sales, and operations.
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