ElevenLabs16.04.2026
Customer Success Lead - APAC
Полная занятостьУдалёнка
Обязанности
- 01Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals
- 02Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices
- 03Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities
- 04Set strategic direction for the team, aligning customer success initiatives with company goals and market trends
- 05Monitor 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
- 06Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact
- 07Own 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
- 08Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums
- 09Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies
- 10Partner with APAC GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams
Требования
- 0110+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this with accounts in APAC regions
- 02Deep understanding and experience successfully managing customer relationships within the APAC region
- 03Demonstrated technical acumen with the ability to upskill and enable the team - fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes
- 048+ years of direct people leadership experience - managing CSMs, driving team quota, and developing talent through coaching and enablement. Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact
- 05Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios
- 06Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management
- 07Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment)
- 08Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes
- 09Strong builder mindset