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

We're hiring our first CS & Expansion Enablement Manager to build the foundation of how ElevenLabs enables its global Customer Success, Account Manager, and Account Executive teams to drive adoption, expansion, and retention.

This is a 0-to-1 builder role. You will define the strategy, build the infrastructure, and execute hands-on as we scale.

What sets this role apart: we're looking for someone with a technical foundation and deep understanding of the post-sale motion. You've been in the room for complex customer implementations, usage reviews, and renewal negotiations. You understand what it takes for a CSM to drive product adoption and for an AE to identify and close expansion opportunities — because you've been that person. You'll translate that credibility into world-class enablement that bridges the gap between product capability and customer outcomes.

In this role, you will architect the learning engine that powers our expansion and retention motion — defining the systems, standards, and playbooks that enable CSMs and AEs to maximize customer lifetime value. You will translate our rapid product velocity into clear, high-impact enablement that ensures our teams can drive adoption, identify expansion signals, and retain customers as effectively as possible.

This role sits within GTM Enablement and reports to the GTM Enablement Lead (based in Europe). You will work in close partnership with:

• CS Leads, NA & International (owning customer outcomes, adoption, and retention)

• Sales Leadership (owning expansion pipeline and commercial strategy)

• Product & Product Marketing (owning roadmap, messaging, and use case development)

You will support a global team of CSMs and AEs across NA, EMEA, LATAM, and APAC.

While CS and expansion enablement is your primary focus, you'll also support internal GTM enablement across SDR and new business motions as needs arise. This is a full-stack enablement role on a lean team — you'll build content, deliver training, design e-learning, and flex across audiences as the business requires.

This is a player-coach role: no direct reports initially, but with a clear path to building a team as the customer base and GTM org scale.

What you'll do

Own the CS & Expansion Enablement Foundation

• Design and own ElevenLabs' global CS and expansion enablement strategy across onboarding, skill-building, and ongoing mastery

• Define what "Expansion Ready" and "Retention Ready" mean at ElevenLabs and build the paths to get CSMs and AEs there

• Establish scalable frameworks that support both the CSM motion (adoption, health, renewal) and the AE expansion motion (cross-sell, upsell)

Build CSM Enablement Programs

• Create structured onboarding journeys for new CSMs covering product mastery, customer lifecycle management, health scoring, and renewal execution

• Design and deliver adoption playbooks that help CSMs drive usage, engagement, and value realization across customer segments

• Build churn prevention frameworks including early warning indicators, save plays, and escalation paths

• Enable CSMs to conduct effective business reviews, usage analyses, and value documentation

• Develop technical fluency programs so CSMs can confidently discuss APIs, agent configurations, integrations, and implementation best practices

Build Expansion Enablement Programs

• Create cross-sell and upsell playbooks for AEs covering expansion discovery, multi-product positioning, and deal execution

• Design enablement for identifying expansion signals — usage patterns, new use cases, stakeholder mapping, and whitespace analysis

• Build programs that help AEs partner effectively with CSMs on expansion opportunities

• Enable AEs to articulate the full ElevenLabs platform story (Creative + Agents + API) to drive multi-product adoption

• Develop competitive positioning for expansion conversations — why deepen with ElevenLabs vs. add another vendor

Drive Adoption & Reduce Churn

• Partner with CS Leads to identify adoption gaps and build targeted enablement interventions

• Create customer-facing resources (guides, videos, best practices) that CSMs can leverage to drive self-serve adoption

• Build "Time to Value" acceleration programs that help customers realize ROI faster

• Develop renewal execution playbooks covering timeline management, stakeholder alignment, and negotiation frameworks

• Enable CSMs to proactively identify and address churn risk before it becomes critical

Create High-Quality Enablement Content

• Build and maintain enablement materials including playbooks, training decks, videos, workshops, and LMS content

• Collaborate with Product Marketing, Sales, and Product to translate product releases and roadmap updates into CS and expansion-ready materials

• Develop role-play scenarios, call libraries, and coaching frameworks for managers

Leverage ElevenLabs AI in Enablement

• Use ElevenLabs' voice and agent technology to create localized, voice-enabled training content

• Build AI-powered coaching tools and practice environments for CSMs and AEs

• Demonstrate the power of the ElevenLabs platform through the enablement experience itself

Deliver Live & Async Training

• Facilitate live virtual trainings, workshops, and certifications across regions and time zones

• Design async learning paths that scale globally

• Run regular enablement office hours and deal/account clinics

Measure & Improve Enablement Effectiveness

• Define and track enablement KPIs such as Time to First Value, Net Revenue Retention, Gross Retention, Expansion Pipeline, CSM Ramp Time, and Adoption Metrics

• Partner with CS and Sales Leadership to connect enablement efforts to business outcomes

• Use data and feedback to continuously iterate and improve programs

Shape the Function

• Help define how CS & Expansion Enablement evolves as the customer base and GTM org scale

• Document best practices, establish operating rhythms, and influence future team structure and hiring

What success looks like (first 6–9 months)

• Net Revenue Retention improvement of X%+ attributable to enablement initiatives

• Gross Retention improvement — measurable reduction in churn rate

• CSM ramp time reduced to < 60 days to full productivity

• Expansion pipeline directly supported by enablement programs

• Fully launched CS & Expansion playbook library covering adoption, cross-sell, upsell, and renewal

• Clear "Time to Value" framework adopted across the CS org

• Adoption enablement resources driving measurable increase in product usage metrics

Requirements

• 4–7+ years of experience in customer success, customer enablement, sales enablement, solutions consulting, or GTM enablement in a SaaS or platform company

• At least 2 years in a customer-facing role (CSM, AM, Solutions, or similar) with direct experience driving adoption, retention, and/or expansion

• Technical fluency — you can navigate API documentation, understand integration architectures, and credibly discuss technical implementations with customers and internal teams

• Proven experience building enablement programs from scratch in fast-moving environments

• Full-stack enablement skills: live facilitation, content creation, e-learning development, and presentation design

• Strong understanding of B2B SaaS customer lifecycle, health scoring, and retention metrics

• Deep familiarity with expansion motions — cross-sell, upsell, and multi-product positioning

• Experience designing both live and self-serve training, including certification programs

• Confident facilitator and presenter for global audiences

• Strong stakeholder management skills across CS, Sales, Product, and Marketing teams

• Analytical mindset with experience defining and tracking enablement effectiveness

• Comfortable operating across global time zones and cultures

• Fluency in English; additional languages are a plus

Additional:

• Experience at a high-growth AI/ML, developer tools, or API-first company

• Background in voice AI, conversational AI, or contact center technology

• Experience with customer health scoring platforms (Gainsight, ChurnZero, Totango, etc.)

• Familiarity with usage-based pricing models and consumption-driven expansion

• Experience enabling both CSM and AE roles within the same organization

Location

Remote-first, globally distributed role.

We have a strong preference for candidates based in Europe or the UK, to enable close collaboration with:

• The GTM Enablement Lead (Europe)

• CS Leads across NA and International

• Cross-functional GTM leaders

• London HQ

Exceptional candidates outside Europe will be considered if they can operate effectively across European and US time zones.

Why this role matters

The systems, playbooks, and programs you build will define how ElevenLabs retains and expands its customer base. This role directly impacts Net Revenue Retention, customer outcomes, and the long-term health of our business.

At our growth stage, every point of NRR improvement translates to millions in enterprise value. The enablement foundation you build will compound as we scale from hundreds to thousands of enterprise customers.

If you're excited to build from zero, operate at high velocity, and shape a foundational GTM function, we'd love to hear from you.