Customer Success Lead – APAC

Company: Elevenlabs
Industry: Customer Success
Location: Australia, Singapore

About ElevenLabs
<p>ElevenLabs is an AI research and product company transforming how we interact with technology.</p>
<p>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.<br />We have expanded from voice into three main platforms:</p>
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<p>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.</p>
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<p>ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages.</p>
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<p>ElevenAPI gives developers access to our leading AI audio foundational models.</p>
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<p>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.</p>
How we work
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<p><strong>High-velocity: </strong>Rapid experimentation, lean autonomous teams, and minimal bureaucracy.</p>
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<p><strong>Impact not job titles: </strong>We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you.</p>
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<p><strong>AI first:</strong> We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations.</p>
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<p><strong>Excellence everywhere: </strong>Everything we do should match the quality of our AI models.</p>
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<p><strong>Global team: </strong>We prioritize your talent, not your location.</p>
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What we offer
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<p><strong>Innovative culture:</strong> 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.</p>
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<p><strong>Growth paths: </strong>Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.</p>
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<p><strong>Learning & development</strong>: ElevenLabs proactively supports professional development through an annual discretionary stipend.</p>
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<p><strong>Social travel</strong>: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.</p>
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<p><strong>Annual company offsite: </strong>Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy.</p>
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<p><strong>Co-working</strong>: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.</p>
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<strong>About the role</strong>
<p>As the Customer Success Lead you’ll lead a team of experienced Customer Success team members across APAC (ANZ, Japan, Korea, South + North Asia). 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.</p>
<p><strong>You will:</strong></p>
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<p>Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.</p>
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<p>Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.</p>
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<p>Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.</p>
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<p>Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.</p>
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<p>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.</p>
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<p>Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.</p>
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<p>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.</p>
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<p>Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.</p>…