Customer Success - United States - Enterprise

ElevenLabs; San Francisco (CA); Remote; USD 70,000 - 100,000; Full time

Job summary

A voice technology company is seeking a Customer Success professional to manage a book of business and refine their Customer Success strategies. Ideal candidates will have 3-7 years in a SaaS setting, strong communication skills, and a passion for enhancing client satisfaction. This remote-first position prefers candidates from New York City or San Francisco, able to work across various US time zones.

Qualifications

• 3-7 years of experience in Customer Success within a SaaS environment.
• A mindset focused on scalability and customer excellence.
• Ability to operate in various US time zones.

Responsibilities

• Manage a book of business with about 20 accounts.
• Partner in developing the Customer Success playbook.
• Onboard clients and define best practices.
• Track customer health KPIs against company goals.

Skills

Customer Success expertise

Strong communication skills

Problem-solving abilities

Technical and analytical skills

Relationship building

Job description

About the role

We're looking for a self-starting, highly energetic Customer Success professional based in the USA, who is passionate about voice technology. We don't just sell a product, we're building a community of highly engaged people that want to partner with us for the long term. We love listening to our clients to support them with a top-notch onboarding, daily management and value extraction experience. In this role you will:

• Manage an enterprise book of business of about 20 accounts

• Partner on the development of ElevenLabs’ Customer Success playbook that helps us scale to $500M+ in ARR supporting 1,000s of enterprises.

• Build and maintain strong relationships with your clients to drive their success.

• Play a key role in onboarding clients and defining the best practices across the world.

• Measure and improve customer satisfaction & experience.

• Monitor customer usage and adoption of our products to identify areas for improvement or revenue expansion.

• Own your NRR + customer health KPIs and track them against the company goals.

Requirements

• 3-7 years of previous experience in Customer Success in a SaaS, fast-paced organization.

• A strong scalability and customer excellence mindset.

• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization.

• Excellent problem-solving, technical, and analytical skills to address customer needs and concerns.

• A hybrid of customer & product-driven mentality that prioritizes client satisfaction & scale.

Location

This role is remote-first, so it can be executed from anywhere in the United States, however the ability to operate in ET, CT, MT, or PT timezones is required. There is a preference for candidates to be based in New York City or San Francisco, with the option to work out of our offices in these cities.

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