Customer Success Lead - DACH Region (Remote)

About the Role

We are seeking a Customer Success Lead to join our team at ElevenLabs, a pioneering AI research and product company. This Customer Success Lead remote position focuses on the DACH region, where you will drive strategic account management and enhance customer experiences. You will be part of a dynamic team that is transforming how we interact with technology.

What You'll Do

• Drive strategic account management by building and managing high-impact relationships with 20-30 enterprise and strategic clients.
• Lead onboarding and long-term adoption initiatives to ensure customers achieve meaningful outcomes with our products.
• Analyze customer usage and engagement to identify opportunities for increasing product adoption and maximizing customer value.
• Manage renewals and expansions, owning key metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR).
• Collaborate with CS Leadership and cross-functional teams to refine processes and develop scalable solutions that enhance customer experience.
• Act as the voice of the customer internally, influencing product roadmap priorities and ensuring long-term partnership success.

Requirements

• 7-9 years of experience in Customer Success, Account Management, or Strategic Partnerships within a fast-paced SaaS environment.
• Proven success in delivering value for customers leveraging technical or mission-critical products, ideally in AI or related technologies.
• Deep understanding of the DACH market, including its ecosystem and challenges.
• Strong commercial acumen with a track record of exceeding renewal and expansion goals.
• Exceptional communication and relationship management skills, capable of influencing stakeholders at all levels.
• Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities.
• Fluency in English and German; additional languages are a plus.

Nice to Have

• Experience in AI or machine learning technologies.
• Background in working with cross-functional teams.
• Previous experience in a startup environment.

What We Offer

• Innovative culture that encourages pushing the boundaries of AI technology.
• Growth paths with opportunities to drive impact beyond your immediate role.
• Annual discretionary stipend for professional development and learning.
• Social travel stipend for meeting colleagues annually.
• Annual company offsite to a new location each year.
• Monthly co-working stipend for those not near our main hubs.