Customer Success Lead - UK/I
Remote · London · 5+ years experience · Full-time · Remote · Posted Oct 6, 2026
At a glance
- Experience
- 5+ years experience
- Employment
- Full-time
- Workplace
- Remote
- Location
- Remote · London
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 $22B - 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.
About the role
- As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the UK&I 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 impact.
- Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.
- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.
Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this within UK&I accounts.
- Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.
- 5+ years of direct people leadership experience — managing CSMs, driving team quota, and developing talent through coaching and enablement.
- Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
- Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
- Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
- Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.
- Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset
Preferred qualifications
- Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.
Benefits
- Annual discretionary professional development learning & development stipend
- Annual discretionary social travel stipend
- Annual company offsite
- Monthly co-working stipend if not located near a main hub
Workplace
- Remote-first role executable from anywhere within UK&I
- Optional office availability in London and Dublin
Skills
- Salesforce
- Gong
- Sigma
- Pylon
