Remote-First: UK&I Customer Success Lead

Visa Hunt; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

ElevenLabs, a remote-first AI research and product company, seeks a Customer Success Lead to guide a senior team across the UK&I region. You’ll balance people leadership with strategic direction, ensuring post-sales excellence and measurable customer value.

You will coach priority accounts, drive renewals and expansion, and design scalable CS playbooks that align with company goals. You will partner with cross-functional leaders to optimize outcomes and policy execution.

Qualifications

• 10+ years of experience in Customer Success or post-sales within SaaS, ideally UK&I.
• Strong technical acumen to upskill team on product capabilities, integrations, and data insights.
• 5+ years of direct people leadership, managing CSMs and driving team quotas.
• Proven player-coach mindset with direct account management experience.
• Successful track record in renewals, expansion, and NRR growth.
• Expertise in CS methodologies (success planning, adoption, ROI storytelling, executive alignment).
• Strong analytical and operational skills; data-driven decision making.
• Builder mindset with AI-first approach; capable of shaping processes from scratch.
• Bonus: hands-on with Salesforce, Gong, Sigma, Pylon; improving data quality and usage insights.

Responsibilities

• Lead, coach, and develop a high-performing CS team across UK&I.
• Act as a player-coach: directly manage priority accounts and key conversations.
• Lead complex post-sales and renewal cycles; unblock issues; drive adoption and expansion.
• Set strategic direction for CS; align initiatives with company goals and market trends.
• Monitor delivery quality across accounts; improve accuracy, visibility, and efficiency.
• Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows.
• Own development and optimization of Commercial and Scale playbooks for consistency.
• Build and maintain executive relationships with priority accounts; act as customer advocate.
• Represent customer voice in leadership discussions; influence roadmap and revenue strategies.
• Partner with Europe GTM and cross-functional leaders to ensure cohesive execution.

Skills

Customer Success

People leadership

Post-sales

SaaS expertise

Data analysis

Tools

Salesforce

Gong

Sigma

Pylon

Job description

ElevenLabs, a remote-first AI research and product company, seeks a Customer Success Lead to guide a senior team across the UK&I region. You’ll balance people leadership with strategic direction, ensuring post-sales excellence and measurable customer value.

You will coach priority accounts, drive renewals and expansion, and design scalable CS playbooks that align with company goals. You will partner with cross-functional leaders to optimize outcomes and policy execution.