# Customer Success Lead - Western Europe

**Company:** [ElevenLabs](https://hotfix.jobs/companies/elevenlabs)
**Location:** Remote
**Role:** Customer Success
**Experience:** 10+ years
**Skills:** SaaS, Customer Success, Salesforce, Gong, Sigma, Pylon, Renewal Management, Account Management, Data Analysis, Workflow Automation, Customer Retention, Net Revenue Retention
**Posted:** 2026-07-13

> Leads a Western Europe Customer Success team while managing priority accounts, improving retention and expansion, and building scalable post-sales processes. Requires 10+ years in SaaS Customer Success or post-sales and 5+ years of direct people leadership.

## Job Description

## Responsibilities
- Lead, coach, and develop a high-performing Customer Success team across Western Europe.
- Own team and regional net revenue retention, customer retention, and expansion goals.
- Directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
- Lead complex post-sales and renewal cycles, drive adoption, unblock issues, and identify expansion opportunities.
- Set strategic direction for the team and align customer success initiatives with company goals and market trends.
- Monitor and optimize delivery quality across accounts, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
- Develop and optimize Commercial and Scale playbooks for consistent execution and measurable impact.
- Build and maintain executive-level relationships across priority accounts.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM and cross-functional leadership to align objectives and drive initiatives across customer success, sales, and operations.

## Requirements
- 10+ years of experience in Customer Success or post-sales roles within SaaS, ideally including Western Europe accounts.
- Demonstrated technical acumen, including the ability to enable a team on product capabilities, integrations, and data insights.
- 5+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent through coaching and enablement.
- Strong player-coach mindset, with experience managing key accounts directly while leading others.
- Demonstrated success exceeding renewal, expansion, and net revenue retention goals.
- Expertise in Customer Success methodologies, including success planning, adoption frameworks, ROI storytelling, and executive alignment.
- Strong analytical and operational skills, including using data to identify performance trends, optimize workflows, and forecast outcomes.
- Builder mindset and comfort creating processes and playbooks from scratch.
- Ability to operate with an AI-first mindset.

## Nice-to-haves
- Hands-on experience with Salesforce, Gong, Sigma, or Pylon.
- Experience improving data quality, visibility, and usage insights across a team.

## Compensation and Benefits
- Annual discretionary professional development stipend.
- Annual discretionary social travel stipend.
- Monthly co-working stipend for employees not located near a main hub.
- Annual company offsite.
- Option to work from offices in London, Dublin, or Paris.

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