Customer Success - Scale - Western Europe

About the role

This role partners directly with rapidly growing customers across EMEA to drive adoption of the ElevenLabs platform - spanning core speech models, creative tools, and Agents. The focus is scaling the customer success motion to a large book of business.

You will administer onboarding and enablement tactics across multiple products, advising on best practices for deploying ElevenLabs across web, mobile, and backend systems. You will analyze product usage and performance signals to identify friction points, unblock adoption, and help customers realize measurable value from the platform.

In parallel, you will own commercial outcomes across a defined portfolio of approximately 80 accounts. Success is measured by Gross Revenue Retention and Net Revenue Retention, with a strong emphasis on sustained multi-product adoption. You will identify expansion opportunities, drive renewals and upsells, and partner closely with Sales, Engineering, and Customer Success leadership to turn technical success into durable revenue growth.

Requirements

• 3-5 years of Customer Success or Account Management experience supporting complex B2B SaaS, Developer Tools, or AI/ML products in the EMEA region
• Familiarity and experience with building and deploying AI agents
• Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs
• Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals at scale
• Strong automation first mindset - you thrive in delivering a digital customer journey across 150+ accounts and finding ways to personalize at scale
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization
• Strong understanding of the EMEA market landscape and cultural nuances…