Digital Customer Experience

Role Overview

• 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

Requirements

• 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

Benefits

• 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.