Customer Success - DACH

About the role

This position is for a proactive individual who will manage both the technical and business aspects for key clients in the DACH region. You will operate at the intersection of product development, engineering, and revenue generation, ensuring customer success from initial deployment through ongoing growth. Your focus will be on anticipating customer needs, identifying new applications, and driving revenue retention and expansion.

Key facts

What you'll do

• Guide customers through onboarding, enablement, and growth across ElevenLabs' entire platform, including core speech models, creative tools, and AI agents.
• Provide practical advice on production deployment, analyzing usage and performance data to proactively address issues and encourage adoption.
• Manage a specific portfolio of clients with clear targets for Gross Revenue Retention, Net Revenue Retention, cross-sell, and net expansion.
• Identify and pursue expansion opportunities, manage renewals, and oversee upsells from beginning to end.
• Collaborate with Sales, Engineering, and CS leadership to convert technical achievements into increased revenue.

Requirements

• 5+ years of experience in Customer Success, Account Management, or Technical Account Management, specifically with complex B2B SaaS, Developer Tools, or AI/ML products in the DACH region.
• Demonstrated ability to manage and grow a defined book of business.
• Fluent in both German and English.
• Proven experience working within the DACH market, understanding its landscape and cultural nuances.
• Familiarity with building and deploying AI agents.
• Strong builder mindset, comfortable with ambiguity and pioneering new approaches to drive revenue across a region.
• Experience with API Integrations and comfort navigating SDKs.
• Proven experience collaborating with Sales, Engineering, Product, and Marketing teams.
• Demonstrated success in driving revenue outcomes, including managing a revenue quota and identifying, qualifying, and closing cross-sell opportunities and renewals.
• Excellent problem-solving, technical, and analytical abilities to address customer needs.
• Strong communication and interpersonal skills to build and maintain relationships with clients at all organizational levels.
• Self-motivated and capable of working independently in a remote setting.

Practical notes

This is a remote-first role, allowing you to work from anywhere within Germany, Austria, or Switzerland.