Why This Job is Featured on The SaaS Jobs
This Strategic Customer Success role sits at the intersection of enterprise adoption and product-led expansion in a modern SaaS platform, where customers are using AI capabilities in production rather than in pilots. With multiple products in play and outcomes tied to measurable usage, the position reflects how customer success is evolving in SaaS from support and onboarding toward long-term value realisation and portfolio management.
For a SaaS career, the role offers durable exposure to the mechanics that matter in recurring revenue businesses: retention, expansion, and multi-product adoption. Owning metrics like NRR and GRR builds commercial fluency that transfers across SaaS categories, while partnering with Engineering and Sales develops the cross-functional operating rhythm common in scale-stage environments. The emphasis on analysing engagement signals also strengthens data-informed decision making, a core skill in subscription models.
This position best fits a practitioner who is comfortable operating as a strategic account owner, balancing relationship depth with structured execution. It will suit someone who enjoys translating complex product capabilities into customer outcomes, and who prefers roles where process improvement and internal influence are part of the day-to-day, not side projects.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
About ElevenLabs
ElevenLabs is a research and product company defining the frontier of audio AI. Millions of people use our technology to read articles, voice over videos, and restore voices lost to disability. Leading developers and enterprises worldwide use ElevenLabs to build intelligent agents for support, sales, and education.
We launched in January 2023 with the first AI model to cross the threshold of human-like speech. In January 2025, we raised a $180 million Series C round, valuing the company at $3.3 billion. By September 2025, that valuation doubled to $6.6 billion as we surpassed $200 million ARR in under three years.
Our mission is to build the most important audio AI platform in the world, solve AI audio intelligence, and make information accessible in any voice, language, or sound.
Our core offerings are our Creative Platform and the Agents Platform, powered by proprietary Text to Speech, Speech to Text, and conversational AI models.
We are just getting started. If you want to work hard and create lasting impact, we would like to hear from you.
How we work
High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.
Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you.
AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations.
Excellence everywhere: Everything we do should match the quality of our AI models.
Global team: We prioritize your talent, not your location.
What we offer
Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.
Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.
Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.
Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.
Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.
About the role
Drive strategic account management: Build and manage high-impact relationships across a book of 20 enterprise and strategic clients, ensuring alignment between customer objectives and product strategy
Accelerate customer value: Lead onboarding and long-term adoption initiatives across multiple products, ensuring customers achieve meaningful and measurable outcomes
Drive multi-product adoption: Analyse customer usage and engagement across our product suite to identify opportunities for increasing adoption, deepening integration, and maximising customer value across our customers business
Own commercial outcomes: Manage renewals and expansions across your portfolio, owning key metrics such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), and directly contributing to overall company growth targets
Shape the CS organization: Partner with CS Leadership and cross-functionally with Engineering, Sales, and other cross functional teams to refine processes, develop scalable solutions, and define best practices that enhance the customer experience
Champion customer success excellence: Act as the voice of the customer internally, influencing 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 demonstrating and delivering value for customers leveraging technical or mission-critical products (ideally in AI or related technologies)
Strong commercial acumen with a track record of owning and exceeding renewal and expansion goals
A builder mindset with a focus on scalable systems, operational excellence, and continuous improvement
Exceptional communication and relationship management skills, with the ability to influence stakeholders at all levels of complex organizations
Analytical and creative problem-solving abilities, adept at turning insights into strategic opportunities
Fluency in English; additional languages are an asset
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