Digital Customer Experience - North America

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.

• Design and own ElevenLabs' 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 RevOps 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, RevOps, 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

• Comfortable managing a high-volume book of business with a systems mindset - you build playbooks and repeatable motions, not just individual relationships

• Experience using product usage data to spot risk and opportunity - health signals, activation milestones, usage floors - and acting on them before they surface in a renewal conversation

• Fluency with the tools of digital CX - Intercom, Clay, Mixpanel, Amplitude, HubSpot, Salesforce, Gong - you don't need to master all of them, but you know how they fit together

• Experience at a product-led growth company - in PLG environments, the product is the primary driver of acquisition, activation, and expansion

• Experience in the voice AI, audio AI, or conversational AI space

• Experience building digital engagement programs across a long-tail account base (100+ accounts)

This role is remote-first and can be executed from anywhere in the United States. The ability to operate in ET, CT, MT, or PT timezones is required. There is a preference for candidates based in New York City or San Francisco, with the option to work from our offices in these cities.