Customer Success Lead - APAC

About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors include Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B. We have expanded from voice into three main platforms: ElevenAgents, ElevenCreative, and ElevenAPI.

How we work

• High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.
• Impact not job titles: No task is above or beneath you.
• AI first: We use AI to move faster with higher-quality results across the whole company.
• 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: Be part of a generational opportunity to define the trajectory of AI.
• Growth paths: Countless opportunities to drive impact beyond your immediate role.
• Learning & development: Annual discretionary stipend for professional development.
• Social travel: Annual discretionary stipend to meet up with colleagues.
• Annual company offsite: Team gatherings in locations like Croatia and Italy.
• Co-working: Monthly co-working stipend for those not near main hubs.

About the role

As the Customer Success Lead you’ll lead a team of experienced Customer Success team members across APAC (ANZ, Japan, Korea, South + North Asia). You’ll balance people leadership, strategic direction, and hands-on customer impact, driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.

You will

• Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.
• Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
• Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
• Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes.
• Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
• Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks.