Digital Customer Experience

ElevenLabs

Own the digital-first post-sales strategy for ElevenLabs' accounts in North America. Build systems for activation, adoption, retention, and growth without direct relationships.

Posted 7/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in designing and implementing digital customer experience strategies, leveraging product usage data to drive retention and expansion in a B2B SaaS environment. Proficient in utilizing AI tools for automation and managing high-volume accounts with a focus on measurable commercial outcomes.

Highest-signal resume keywords

Customer Success ManagementDigital CX StrategyAI Tool UtilizationRetention and Expansion KPIsProduct Usage Data Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Lifecycle ManagementHealth Scoring Model DevelopmentAutomation ImplementationData AnalysisCommercial Outcome Ownership

Soft Skills

Systems MindsetCollaborationProblem-Solving

Tools & Technologies

SalesforceIntercomMixpanelAmplitudeHubSpotGongClaudeClayLemlist

Industry Keywords

B2B SaaSDeveloper ToolsAI/ML EnvironmentCustomer ExperienceRevOps

About the role

Key responsibilities & impact

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

What you’ll need

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

Benefits

Comp & perks

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.