Digital Customer Experience - North America

About ElevenLabs

ElevenLabs is an AI research and product company transforming how we interact with technology.

We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always.

We have expanded from voice into three main platforms:

• ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale.

• ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages.

• ElevenAPI gives developers access to our leading AI audio foundational models.

Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you.

How we work

• High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy.

• Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you.

• AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations.

• Excellence everywhere: Everything we do should match the quality of our AI models.

• Global team: We prioritize your talent, not your location.

What we offer

• Innovative culture: You’ll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what’s possible.

• Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.

• Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.

• Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.

• Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.

• Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.

About the role

You will own the digital-first post-sales motion for ElevenLabs' digital segment - the 1000+ early-stage and growth-track accounts that are building with ElevenLabs but haven't yet reached the complexity that demands full managed coverage. Your job is to make sure these accounts activate, adopt, stay, and grow - not through 1:1 relationships, but through the systems, sequences, and signals you build.

This role doesn't exist yet. You're building it. That means designing the engagement playbook from scratch.

In this role you will:

• Design and own ElevenLabs' digital CX playbook for scale accounts - trigger logic, lifecycle sequences, in-app messaging, and automated health monitoring, built from the ground up

• Build and maintain the health scoring model for digital accounts; define what at-risk, dormant, and breakout-track looks like in product data

• Partner with RevOps to wire up the tooling - Claude, Clay, Lemlist, Salesforce - automating what can be automated and surfacing what needs human attention

• Own NRR and retention KPIs for the digital segment

Requirements

• Experience in Customer Success, Lifecycle, RevOps, or Growth in a B2B SaaS, developer tools, or AI/ML environment - you know what good looks like in a technical, fast-moving customer environment

• AI-native: you use AI tools in your daily workflow and have replaced at least one manual process with an automation that runs without you

• A track record of owning commercial outcomes on a digital book - NRR, retention, and expansion driven by automated motions and product signals, not coverage density

• Comfortable managing a high-volume book of business with a systems mindset - you build playbooks and repeatable motions, not just individual relationships

• Experience using product usage data to spot risk and opportunity - health signals, activation milestones, usage floors - and acting on them before they surface in a renewal conversation

• Fluency with the tools of digital CX - Intercom, Clay, Mixpanel, Amplitude, HubSpot, Salesforce, Gong - you don't need to master all of them, but you know how they fit together

Preferred

• Experience at a product-led growth company - in PLG environments, the product is the primary driver of acquisition, activation, and expansion

• Experience in the voice AI, audio AI, or conversational AI space

• Experience building digital engagement programs across a long-tail account base (100+ accounts)

Location

This role is remote-first and can be executed from anywhere in the United States. The ability to operate in ET, CT, MT, or PT timezones is required. There is a preference for candidates based in New York City or San Francisco, with the option to work from our offices in these cities.