Customer Success Lead - Western Europe

Meyandy LLC; Deutschland; On-site; USD 104,000 - 161,000; Full time

Benefits offered by this job

Innovative culture

Growth paths

Learning & development

Social travel

Annual company offsite

Co‑working stipend

Job summary

ElevenLabs is seeking a Customer Success Lead to guide a regional team across Western Europe, delivering measurable post‑sales value and ensuring strong customer outcomes. You will coach senior CS professionals, manage priority accounts, and drive renewal and expansion strategies in a fast‑growing AI platform company.

The role emphasizes strategic leadership, collaboration with cross‑functional teams, and building scalable processes to support growth and customer satisfaction across Europe.

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, 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.

Job description

About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human‑like AI voice model. Today, we serve millions of users and thousands of businesses - from fast‑growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always. We have expanded from voice into three main platforms: ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex‑founders. If you want to work hard and create lasting positive impact, we want to hear from you.

How we work

High‑velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. AI first: We use AI to move faster with higher‑quality results. We do this across the whole company—from engineering to growth to operations. Excellence everywhere: Everything we do should match the quality of our AI models. Global team: We prioritize your talent, not your location.

What we offer

• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.


• Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.


• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.


• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.


• Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.


• Co‑working: If you’re not located near one of our main hubs, we offer a monthly co‑working stipend.

About the Role

As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the Western Europe region. You'll balance people leadership, strategic direction, and hands‑on customer impact - driving excellence in post‑sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.

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, 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 imp…