Customer Success Lead - APAC

<h2>About ElevenLabs</h2><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><ul><li><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></li><li><p>ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages.</p></li><li><p>ElevenAPI gives developers access to our leading AI audio foundational models.</p></li></ul><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><h2>How we work</h2><ul><li><p><strong>High-velocity: </strong>Rapid experimentation, lean autonomous teams, and minimal bureaucracy.</p></li><li><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></li><li><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></li><li><p><strong>Excellence everywhere: </strong>Everything we do should match the quality of our AI models.</p></li><li><p><strong>Global team: </strong>We prioritize your talent, not your location.</p></li></ul><h2>What we offer</h2><ul><li><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></li><li><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></li><li><p><strong>Learning &amp; development</strong>: ElevenLabs proactively supports professional development through an annual discretionary stipend.</p></li><li><p><strong>Social travel</strong>: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.</p></li><li><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></li><li><p><strong>Co-working</strong>: If you’re not located near one of our main hubs, we offer a monthly co-working stipend.</p></li></ul><h2><strong>About the role</strong></h2><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><ul><li><p>Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.</p></li><li><p>Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.</p></li><li><p>Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.</p></li><li><p>Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.</p></li><li><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></li><li><p>Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.</p></li><li><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></li><li><p>Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.</p></li><li><p>Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.</p></li><li><p>Partner with APAC GTM &amp; cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.</p></li></ul><p><strong>Requirements</strong></p><ul><li><p>10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this with accounts in APAC regions</p></li><li><p>Deep understanding and experience successfully managing customer relationships within the APAC region</p></li><li><p>Demonstrated 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.</p></li><li><p>8+ 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.</p></li><li><p>Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.</p></li><li><p>Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.</p></li><li><p>Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).</p></li><li><p>Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.</p></li><li><p>Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset</p></li><li><p>Language requirements: Must be fluent in English. Second language (Mandarin or Japanese) a plus</p></li><li><p>Bonus: Hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) and excited about building with AI Native tools like Claude, Lovable and n8n</p></li></ul><p>Location: This role is remote-first within Singapore or Australia.</p><p>#LI-Remote</p>