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Customer Success Lead - APAC
Full-time
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 and today serve millions of users and thousands of businesses, from fast-growing startups to enterprises like Deutsche Telekom and Meta.
About The Role
As the Customer Success Lead you'll lead a team of experienced Customer Success members across APAC (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.
You Will
Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals
Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices
Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities
Set strategic direction for the team, aligning customer success initiatives with company goals and market trends
Monitor and optimize delivery quality across all accounts, implementing scalable processes that improve accuracy, visibility, and efficiency
Design and implement repeatable playbooks for renewals, upsells, and adoption, automating workflows and tools to scale team impact
Own the ongoing development of best practices for Enterprise, Commercial, and Scale playbooks
Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate
Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies
Partner with APAC GTM and cross-functional leadership to align objectives and ensure cohesive execution across success, sales, and operations
Requirements
10+ years of experience in Customer Success or post-sales roles within SaaS, ideally with accounts in APAC regions
Deep understanding and experience managing customer relationships within the APAC region
Demonstrated technical acumen with the ability to upskill and enable the team across product capabilities, integrations, and data insights
8+ years of direct people leadership experience managing CSMs, driving team quota, and developing talent
Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel
Demonstrated success exceeding renewal, expansion, and NRR goals through effective engagement and strategic account management
Expertise in CS methodologies and best practices (success planning, adoption frameworks, ROI storytelling, executive alignment)
Strong analytical and operational skills, using data to identify trends, optimise workflows, and forecast outcomes
Strong builder mindset: you thrive building from scratch and operating with an AI-first mindset
Fluent in English; a second language (Mandarin or Japanese) a plus
Bonus: hands-on with GTM tools (Salesforce, Gong, Sigma, Clay) and excited about building with AI-native tools like Claude, Lovable, and n8n
Location: this role is remote-first within Singapore.
