Customer Success - DACH
Own technical adoption and commercial outcomes for a portfolio of complex B2B customers across the DACH market. The role combines onboarding, production deployment guidance, cross-functional problem solving, renewals, expansion, and cross-sell ownership.
About the job
Responsibilities
- Own the technical depth and commercial outcomes for strategic customers across the DACH region.
- Run customer onboarding, enablement, and growth across ElevenLabs’ speech models, creative tools, and AI Agents.
- Advise customers on production deployments across web, mobile, APIs, SDKs, and their broader systems.
- Analyze usage and performance data to identify friction, improve adoption, and develop new use cases.
- Own a defined book of business against Gross Revenue Retention, Net Revenue Retention, cross-sell, and net expansion targets.
- Identify expansion opportunities, and own renewals and upsells end to end.
- Partner cross-functionally with Sales, Engineering, Product, Marketing, and Customer Success leadership.
- Translate technical wins into revenue retention and growth.
Requirements
- 5+ years of experience in Customer Success, Account Management, or Technical Account Management supporting complex B2B SaaS, developer tools, or AI/ML products in the DACH region.
- Proven experience owning and managing a defined book of business.
- Fluency in German and English.
- Experience working across the DACH market, including knowledge of its landscape and cultural nuances.
- Experience building and deploying AI agents.
- A strong builder mindset and ability to innovate in ambiguous, pioneering environments.
- Experience with API integrations and comfort navigating SDKs.
- Experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities and renewals.
- Excellent problem-solving, technical, and analytical skills.
- Strong communication and interpersonal skills, with the ability to build relationships with customers at all organizational levels.
- Ability to work independently in a remote or distributed team environment.
Benefits
- Annual discretionary professional development stipend.
- Annual discretionary stipend for social travel with colleagues.
- Annual company offsite.
- Monthly coworking stipend for employees not located near a main hub.
Skills
Customer Success, Account Management, Technical Account Management, B2B SaaS, AI/ML, AI Agents, API Integrations, SDKs, Revenue Retention, Cross-Sell, Renewals, Usage Analytics
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