Customer Success Lead - Western Europe

ElevenLabs
Germany, France
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Leadership","Coaching","Strategic thinking","Analytical thinking","Builder mindset"]

Lead a Customer Success team across Western Europe, combining people leadership with strategic direction and hands-on customer impact. Own regional NRR, retention, and expansion goals, guide complex post-sales and renewal cycles, and unblock issues to drive adoption. Build repeatable playbooks for renewals and upsells, monitor delivery quality, and partner with Europe GTM and cross-functional leaders to influence roadmap, operations, and revenue strategies.

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ElevenLabs
ElevenLabs
1 month ago

Customer Success Lead - Western Europe

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Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live
Reposted: similar role first listed 7 months ago

Job Summary

Lead a Customer Success team across Western Europe, combining people leadership with strategic direction and hands-on customer impact. Own regional NRR, retention, and expansion goals, guide complex post-sales and renewal cycles, and unblock issues to drive adoption. Build repeatable playbooks for renewals and upsells, monitor delivery quality, and partner with Europe GTM and cross-functional leaders to influence roadmap, operations, and revenue strategies.
Location: Germany, France
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Lead, coach, and develop a high-performing CS team, owning regional NRR, retention, and expansion goals.
  • •Serve as a player-coach by directly managing priority accounts and joining key customer conversations.
  • •Lead complex post-sales and renewal cycles to unblock issues, drive adoption, and identify expansion opportunities.
  • •Set strategic direction and align CS initiatives with company goals and market trends.
  • •Design repeatable renewals/upsell/adoption playbooks, automate workflows, and monitor delivery quality and operational efficiency across accounts.

Pay and Benefits

Perks:Learning BudgetTravel AllowanceCo-working Stipend

Key Requirements

  • •10+ years in Customer Success or post-sales roles within SaaS, ideally with Western Europe accounts.
  • •5+ years of direct people leadership experience managing CSMs and developing talent through coaching and enablement.
  • •Demonstrated technical acumen to upskill the team on product capabilities, integrations, and data insights.
  • •Strong player-coach mindset managing key accounts while leading others to excel in their portfolios.
  • •Proven success exceeding renewal, expansion, and NRR goals using CS methodologies and best practices, plus strong analytical skills.
Experience:SaaSCustomer successPost-sales
Skills:LeadershipCoachingStrategic thinkingAnalytical thinkingBuilder mindset
Tech Stack:SalesforceGongSigmaPylonAI

Company Brief

ElevenLabs
Develops advanced AI audio models and tools for realistic text-to-speech, voice cloning, dubbing, music generation, and conversational voice agents for creators and enterprises.
Industry: AI & Machine Learning
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: London, United Kingdom
Founded: 2022
Glassdoor
Glassdoor: 4.2
WebsiteLinkedInGlassdoor