Digital Customer Experience - North America

About the role

You will own the digital-first post-sales motion for ElevenLabs' digital segment - the 1000+ early-stage and growth-track accounts that are building with ElevenLabs but haven't yet reached the complexity that demands full managed coverage. Your job is to make sure these accounts activate, adopt, stay, and grow - not through 1:1 relationships, but through the systems, sequences, and signals you build. This role doesn't exist yet. You're building it.

Responsibilities

• 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

Preferred Experience

• Experience at a product-led growth company - in PLG environments, the product is the primary driver of acquisition, activation, and expansion
• Experience building digital engagement programs across a long-tail account base (100+ accounts)

Location

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.