• Partner directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform. • Advise on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments. • Guide customers through best practices for deploying and scaling agents across web, mobile, and telephony, and for integrating agents with existing data sources and systems. • Analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale. • Own expansion outcomes across a defined portfolio of enterprise accounts. Success is measured by net revenue retention and sustained multi-product adoption. • Identify expansion opportunities, drive cross-sell through deeper agent usage, and partner with Sales, Engineering, and Customer Success to convert technical success into durable revenue growth and long-term customer commitment.

• Manage a portfolio of Strategic accounts • Develop the playbook, tools, and processes for managing Strategic accounts ($500k+ ARR) • Help onboard and mentor new CSMs • Drive cross-functional/ cross-team initiatives for process improvements / function as SME • Build rapport and trusting/engaged relationships; regular monthly meetings and onsite travel (meet each in-person at least 2-4x per year) • Effective communication with executive-level stakeholders and decision-makers, develop new relationships and opportunities • Deep understanding of the customer motivations, pain points, business drivers, internal and external (public news, industry trends) • Build long term (1-2 years) adoption strategy; develop and execute success/action plans to fulfill customer business goals • Advocate with internal teams and lead cross-functional initiatives; facilitate a strong relationship with Product and influence over the roadmap • Closely collaborate with sales during handoff and for exploring growth opportunities

• Manage ongoing client relationships as a product and best practice expert • Monitor client health and engagement using internal dashboards • Engage with client stakeholders to identify, define, track, and measure the overall impact of NGP VAN software • Provide visibility and advocacy regarding client health and needs

• You're responsible for the gross retention of your book of business, ensuring customers renew with Expel because they recognize us as indispensable to their security program. • You accomplish this by owning the strategic relationship with economic buyers and key decision-makers, orchestrating internal resources to deliver technical value. • You lead quarterly business reviews, accurately forecast renewals, and identify expansion opportunities for Account Executives to pursue. • When technical depth is needed, you partner with Technical Account Managers or pull in Security Solutions Engineers and Technical Support Engineers. • You drive structural improvements to how Customer Success operates by identifying systemic gaps in the customer journey, designing solutions, and driving implementation across the organization. • Your success is measured by At-Bat Renewal Rate (ABR) and Dollar-Based Gross Retention (DBGR) within your portfolio.