# GTM Enablement - Expansion

**Company:** [ElevenLabs](https://hotfix.jobs/companies/elevenlabs)
**Location:** Remote
**Role:** Customer Success
**Skills:** APIs, AI Tools, Elevenlabs Platform, Playbooks, Lms, Onboarding, Health Scoring, Churn Prevention, Cross-Sell, Upsell, Business Reviews, Usage Analysis, Role-Play Scenarios, Ai-Powered Coaching, KPIs
**Posted:** 2026-04-03

> Builds enablement programs for revenue teams to drive customer expansion, adoption, retention, and reduce churn. Designs playbooks, trainings, and AI-powered tools while partnering with CS, sales, and product teams; requires technical fluency in post-sale motions.

## Job Description

## 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

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