Digital Customer Experience - North America

About Eleven Labs

Eleven Labs 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 such as 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:

• Eleven Agents 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.

• Eleven Creative 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.

• 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.

• 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 Eleven Labs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.

• Learning & development: Eleven Labs 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.

You will own the digital-first post-sales motion for Eleven Labs' digital segment - the 1000+ early-stage and growth-track accounts that are building with Eleven Labs but haven't yet reached the complexity that demands full managed coverage. Your job is to make sure these accounts activate, adopt, stay, and grow - not through 1:1 relationships, but through the systems, sequences, and signals you build.

This role doesn't exist yet. You're building it. That means designing the engagement playbook from scratch.

• Design and own Eleven Labs' 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 Rev Ops 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

• Experience in Customer Success, Lifecycle, Rev Ops, 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

• Comfortab…