Why This Job is Featured on The SaaS Jobs
This Strategic Customer Success role stands out in SaaS because it sits at the intersection of enterprise adoption and an emerging platform category, conversational AI agents. The listing signals a product-led, developer-adjacent environment where customers are not only buying seats but deploying capabilities into production across web, mobile, and telephony, with integrations into existing systems.
For a long-term SaaS career, the role offers repeatable exposure to the mechanics that matter in modern B2B: turning technical implementation into measurable outcomes, then translating that usage into durable account expansion. The emphasis on analyzing performance data and conversational logs points to a CS motion grounded in instrumentation and iteration, experience that travels well across API-first platforms, AI tooling, and other complex SaaS products serving enterprise stakeholders.
The position is best suited to a senior operator who is comfortable owning commercial outcomes while staying close to product reality. It favors someone who can move between executive-level influence and hands-on problem solving with technical teams, and who enjoys shaping best practices as customers scale deployments rather than simply managing renewals.
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
This role partners directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform. The focus is hands-on execution - advising on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments.
You will guide customers through best practices for deploying and scaling agents across web, mobile, and telephony, and for integrating agents with existing data sources and systems. You will analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale.
In parallel, you will own expansion outcomes across a defined portfolio of enterprise accounts. Success is measured by net revenue retention and sustained multi-product adoption. You will identify expansion opportunities, drive cross-sell through deeper agent usage, and partner with Sales, Engineering, and Customer Success to convert technical success into durable revenue growth and long-term customer commitment.
Requirements
7+ years of Customer Success, Strategic Account Management, or Enterprise Partnership roles, supporting complex B2B SaaS, Developer Tools, or AI/ML products, with at least 3-5 years in a senior/strategic role
Demonstrated experience managing large, complex enterprise accounts with a proven track record of driving NRR and retention
Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals
Exceptional communication and presentation skills, capable of influencing C-level executives and key stakeholders
Strong technical aptitude with the ability to understand and articulate complex product capabilities to non-technical audiences
Strategic thinker with a proactive approach to identifying client risks and opportunities.
Ability to thrive in a fast-paced, high-growth environment and adapt to evolving business needs
Familiarity and experience with building and deploying AI agents
Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs
Preferred: Experience in audio AI space
Location
This role is remote-first, so it can be executed from anywhere in the United States, however the ability to operate in ET, CT, MT, or PT timezones is required. There is a preference for candidates to be based in New York City or San Francisco, with the option to work out of our offices in these cities.
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