Digital Customer Experience

Responsibilities

• Design and own the digital CX playbook for scale accounts, including trigger logic, lifecycle sequences, and in-app messaging
• Build and maintain health scoring models for digital accounts by defining at-risk, dormant, and breakout-track signals in product data
• Partner with RevOps to implement and automate tooling using Claude, Clay, Lemlist, and Salesforce
• Own NRR and retention KPIs for the digital segment through automated motions and product signals

Requirements

• Experience in Customer Success, Lifecycle, RevOps, or Growth within B2B SaaS, developer tools, or AI/ML environments
• AI-native mindset with a proven ability to use AI tools and automation to replace manual workflows
• Track record of owning commercial outcomes (NRR, retention, and expansion) via automated motions rather than 1:1 coverage
• Systems-oriented approach to managing high-volume books of business through repeatable playbooks
• Experience using product usage data (health signals, activation milestones) to drive proactive customer actions
• Proficiency with digital CX tools such as Intercom, Clay, Mixpanel, Amplitude, HubSpot, or Salesforce

Preferred Qualifications

• Experience working in a Product-Led Growth (PLG) environment
• Background in the voice AI, audio AI, or conversational AI industry
• Experience building digital engagement programs for long-tail account bases (100+ accounts)

Benefits

• Innovative culture with the opportunity to define the trajectory of AI
• Professional development supported by an annual discretionary stipend
• Annual discretionary stipend for social travel to meet colleagues
• Annual company offsite in international locations
• Monthly co-working stipend for remote employees

About the Company

ElevenLabs is an AI research and product company transforming how we interact with technology. We serve millions of users and thousands of businesses, ranging from fast-growing startups to large enterprises. Our platform includes ElevenAgents for intelligent customer experiences, ElevenCreative for multi-modal content generation, and ElevenAPI for developer access to leading AI audio models.