Customer Success Manager (Enterprise)

About the Role

Join ElevenLabs as a key player in our Enterprise Customer Success team, driving adoption and ensuring exceptional value realization for our largest clients in the US market.

Responsibilities

• Manage a portfolio of high-value Enterprise accounts, acting as the primary post-sales contact.
• Develop and execute strategic success plans to drive product adoption, retention, and expansion opportunities.
• Proactively monitor customer health metrics and intervene to mitigate risks and resolve complex escalations.
• Collaborate cross-functionally with Sales, Product, and Engineering teams to advocate for enterprise customer needs.
• Conduct regular business reviews (QBRs) demonstrating ROI and future strategic alignment.

Requirements

• Proven experience (3+ years) in Customer Success, Account Management, or Consulting, specifically managing Enterprise-level accounts.
• Deep understanding of SaaS business models and revenue retention strategies.
• Exceptional communication, presentation, and negotiation skills, comfortable engaging with C-level executives.
• Ability to thrive in a fast-paced, high-growth technology environment.

Nice-to-Haves

• Experience within the AI, ML, or voice technology sectors.
• Familiarity with CRM and Customer Success platforms (e.g., Salesforce, Gainsight).
• Experience managing revenue targets and forecasting churn/expansion.