Customer Success Lead - LATAM · ElevenLabs

Fri, 24 Apr 2026 13:16:11 GMT
Sales

ElevenLabs · Mexico · remote

As the Customer Success Lead you’ll lead a team of experienced Customer Success team members across Spanish LATAM. 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, 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.

Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.

Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.

Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.

Partner with Spanish LATAM GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.

Requirements

10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this with accounts in Spanish LATAM regions

Deep understanding and experience successfully managing customer relationships within the Spanish LATAM region

Demonstrated technical acumen with the ability to upskill and enable the team - fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.

8+ years of direct people leadership experience - managing CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.

Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.

Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.

Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).

Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.

Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset

Language requirements: Must be fluent in English and Spanish.

Bonus: Hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) and excited about building with AI Native tools like Claude, Lovable and n8n