Customer Success - EMEA - Scale

About [Employer hidden — view at passion-project.co.uk]

[Employer hidden] 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.

How we work

• 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.

What we offer

• 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 [Employer hidden] means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
• Learning & development: [Employer hidden] 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.

About the role

This role partners directly with rapidly growing customers across EMEA to drive adoption of the [Employer hidden] platform - spanning core speech models, creative tools, and Agents. The focus is scaling the customer success motion to a large book of business.

You will administer onboarding and enablement tactics across multiple products, advising on best practices for deploying [Employer hidden] across web, mobile, and backend systems. You will analyze product usage and performance signals to identify friction points, unblock adoption, and help customers realize measurable value from the platform.

In parallel, you will own commercial outcomes across a defined portfolio of approximately 80 accounts. Success is measured by Gross Revenue Retention and Net Revenue Retention, with a strong emphasis on sustained multi-product adoption. You will identify expansion opportunities, drive renewals and upsells, and partner closely with Sales, Engineering, and Customer Success leadership to turn technical success into durable revenue growth.

Requirements

• 3-5 years of Customer Success or Account Management experience supporting complex B2B SaaS, Developer Tools, or AI/ML products in the EMEA region
• Familiarity and experience with building and deploying AI agents
• Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs
• Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals at scale
• Strong automation first mindset - you thrive in delivering a digital customer journey across 150+ accounts and finding ways to personalize at scale
• Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization
• Strong understanding of the EMEA market landscape and cultural nuances
• Self-motivated and able to work independently in a remote or distributed team environment
• Must speak a second European language: preference for Italian, French or Polish