GTM Enablement - Expansion

Responsibilities

Own the expansion enablement foundation

• Design and own ElevenLabs' global revenue team enablement strategy across onboarding, skill-building, and ongoing mastery
• Define what "Expansion Ready" and "Retention Ready" mean at ElevenLabs and build the paths to get CSMs and AEs there
• Establish scalable frameworks that support both the CSM and AE expansion motions

Build expansion enablement programs

• Create structured onboarding journeys for CSMs and AEs covering product mastery, customer lifecycle management, health scoring, and renewal execution
• Design and deliver adoption playbooks that help revenue teams drive usage, engagement, and value realization across customer segments
• Build churn prevention frameworks including early warning indicators, save plays, and escalation paths
• Enable revenue teams to conduct effective business reviews, usage analyses, and value documentation
• Develop technical fluency programs so CSMs and AEs can confidently discuss APIs, agent configurations, integrations, and implementation best practices
• Create cross-sell and upsell playbooks covering expansion discovery, multi-product positioning, and deal execution
• Design enablement for identifying expansion signals — usage patterns, new use cases, stakeholder mapping, and whitespace analysis
• Enable revenue teams to articulate the full ElevenLabs platform story (Creative, Agents, and API) to drive multi-product adoption
• Develop competitive positioning for expansion conversations

Drive adoption and reduce churn

• Partner with Revenue Leads to identify adoption gaps and build targeted enablement interventions
• Create customer-facing resources (guides, videos, best practices) that revenue teams can use to drive self-serve adoption
• Build "Time to Value" programs that help customers realize ROI faster
• Develop renewal execution playbooks covering timeline management, stakeholder alignment, and negotiation frameworks

Enable revenue teams to conduct effective business reviews, usage analyses, and value documentation

Create enablement content

• Build and maintain enablement materials including playbooks, training decks, videos, workshops, and LMS content
• Collaborate with Product Marketing, Sales, and Product to translate product releases into expansion-ready materials
• Develop role-play scenarios, call libraries, and coaching frameworks for managers

Use ElevenLabs AI and AI-native tools in enablement

• Use ElevenLabs' voice and agent technology to create localized, voice-enabled training content and AI-powered practice environments for revenue teams
• Operate with an AI-native mindset — you default to AI tools to research, draft, synthesize, and build faster, and you can coach others to do the same
• Continuously evaluate and adopt emerging AI tools that improve enablement quality, speed, or scale
• Build AI-powered coaching tools and practice environments for CSMs and AEs

Deliver live and async training

• Facilitate live virtual trainings, workshops, and certifications across regions and time zones
• Design async learning paths that scale globally
• Run regular enablement office hours and deal/account clinics

Measure and improve enablement effectiveness

• Define and track enablement KPIs such as time to first value, net revenue retention, gross retention, expansion pipeline, ramp time, and adoption metrics
• Partner with Customer Success and revenue leadership to connect enablement efforts to business outcomes
• Use data and feedback to continuously iterate on programs

Shape the function

• Document best practices, establish operating rhythms, and influence how expansion enablement evolves as the customer base and sales org scale