This is a revenue-critical role at an inflection point: ElevenLabs is scaling fast, and the decisions you make around how we segment, structure, and execute our Enterprise post-sales motion will define how we grow. You'll also lead your team through a genuine transformation in how work gets done - one where AI agents, automation, and intelligent tooling reshape every workflow, and where making ElevenAgents the agent of choice for our customers is a core part of the expansion playbook.

Responsibilities:

• Lead, coach, and develop a high-performing Enterprise CS team, owning team quota 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.

• Drive revenue outcomes as a core mandate - building a team culture where cross-sells and account growth are owned with the same rigor as any quota-carrying sales function.

• Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.

• Set strategic direction for the team, including how we segment and structure the Enterprise post-sales playbook as the business scales, and ElevenAgents as the agent of choice across the Enterprise portfolio.

• Design and implement repeatable playbooks for renewals, upsells, and adoption; embed AI agents and automation into workflows by default to scale team impact.

• Champion AI fluency across the team: set expectations, build capability, and create an environment where every team member is actively experimenting with and adopting AI-powered approaches to their work.

• 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.

Requirements:

• 8+ years of experience in Account Management or Customer Success or post-sales roles within SaaS, with meaningful focus on Enterprise accounts.

• Proven track record of owning and exceeding revenue targets, with a clear commercial instinct and expansion mindset.

• 3+ years of direct people leadership experience managing senior AMs/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.

• Deep AI fluency: you use AI tools in your own daily workflow, understand what AI agents and automation can do, and are ready to lead a team through a meaningful shift in how work is designed and executed.

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

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

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

• Strategic operational thinking: able to make sound decisions around playbook design, segment structure, and cross-sell motion as the business continues to scale.

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

• Bonus: Hands-on with tools (ElevenLabs, Salesforce, Gong, Sigma) and capable of improving data quality, visibility, and usage insights across the team.

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