You will span technical SEO, content, digital PR, and data analysis, with a emphasis on adapting to the evolving search landscape, including AI-driven search experiences and changing user behaviours.

Working within a experienced team, you'll contribute to both execution and strategic direction. You'll gain exposure to large-scale SEO challenges across a multiple product verticals, while helping shape how SEO contributes to traffic, revenue, and brand authority.

This role requires a interest in SEO and Marketing, and its role in driving commercial performance. You should have an understanding of how search is evolving, including AI-driven search experiences and their impact on SEO. You should also be aware of E-EAT (Experience, expertise, authority and trust) principles and how to apply them in content.

You will assess content quality based on user intent, usefulness, and difference. You should have collaboration skills, with your manager, but extending to other departments we work with. Familiarity with tools like Google Search Console, Screaming Frog, Ahrefs/Semrush is also required.

The expected range for this role is £26,500 - £35,000. This is a Hybrid role from our Cardiff Office, working three days from the office, two from home.

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Reporting to the Global Print Editorial Strategy & Operations Director, you'll manage projects at the intersection of editorial workflows, technology migrations, and financial accountability, ensuring the division operates with peak performance.

Key responsibilities include:

• Operating Model Design: Lead the design and implementation of future-state operating models and organisational structures to support evolving business needs.

• Business Model Development: Partner with leadership to refine business models and drive portfolio optimisation.

• Strategic Roadmapping: Collaborate with leadership to develop an operational roadmap.

• Workflow Optimisation: Conduct discovery analysis and value mapping to streamline editorial systems and workflow tools.

• Data-Driven Decision Making: Use performance analytics to identify bottlenecks and provide evidence-based recommendations for improvements.

• Project Leadership: Manage the full lifecycle of editorial projects from ideation through to post-launch in a fast-paced matrix environment.

• Procurement & Compliance: Lead vendor selection & management, including contract negotiations.

• Workshop Facilitation: Lead cross-functional discovery sessions and workshops to align diverse teams,from Editors to Engineers,on project goals.

• Change Management: Conduct change impact assessments to ensure the smooth adoption of new tools and processes across the organisation.

Experience that will put you ahead of the curve includes project management experience within publishing, being as comfortable in a spreadsheet as you are in a creative operations department, and proficiency with project management tools such as Asana, Looker and Google Workspace tools.

The expected salary for this role is up to £75,000. This is a hybrid role from our London office.

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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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