This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description - Uphold Cleo’s Customer Success strategy and processes, ensuring that 100% of interactions are accurately recorded and follow-ups are scheduled. - Oversee the customer lifecycle, from launch to renewal, to ensure a seamless and optimal customer journey. - Manage a customer base of 30+ customers, including regular 1-on-1s with key stakeholders and quarterly Executive Business Reviews. - Develop broad and deep customer relationships, promoting strong customer loyalty & highly referenceable customers. - Understand our customers’ organizational structure and develop relationships with key business stakeholders. - Understand our customers’ business and link customer goals to compelling solutions to be delivered. - Proactively assist in problem resolution, both internally and externally. - Maintain accurate records, including detailed documentation of customer service actions and discussions. - Escalate issues appropriately to Services, Support, Product, etc. - Develop compelling recommendations with strong close rates for add-on business. - Invest in developing both yourself and others, and contribute to organizational efforts as required. Qualifications - 5+ years working at an Enterprise Software and/or SaaS Company in Customer Success, Sales/Account Management, Professional Services, or a related field. - Demonstrable success in collaborating with and influencing cross-functional stakeholders and executives. - Proven ability to work in a fluid environment, with limited processes. - Excellent communication and presentation skills directed at both business-oriented and technical audiences. Benefits - Compensation: $75,000 - $100,000 + Bonus potential. - Great Healthcare + Dental + Vision. - Flexible PTO. - Culture of support, encouraging Life-Work balance. - 401k match. - FSA and HSA options. - Employee Assistance Program. - Paid Parental Leave. - Representing a company with 4,000+ clients and a 99% retention rate. - Accelerated title and salary growth potential. - A fun and energetic work environment that makes you excited to go to work every day.

• Serve as the primary advocate and point of contact for enterprise accounts throughout the entire customer lifecycle — from onboarding to renewal and expansion. • Develop deep, trust-based relationships with executive and operational stakeholders across customer organizations, understanding their business goals, priorities, and success metrics. • Act as a trusted advisor on analytics best practices, helping customers interpret data insights and apply research-driven benchmarks to improve performance. • Lead structured onboarding and implementation activities, ensuring enterprise clients rapidly achieve time-to-value and realize measurable business outcomes. • Drive product adoption, usage expansion, and feature engagement across diverse customer stakeholders. • Monitor customer health scores, usage data, satisfaction (e.g., NPS, CSAT), and other indicators to anticipate needs and mitigate churn risk. • Create and own customized success plans with clear milestones, KPIs, and value metrics aligned to enterprise outcomes. • Conduct regular Quarterly Business Reviews (QBRs) and strategic check-ins with clients to assess progress, adjust plans, and demonstrate ROI. • Collaborate with clients to define success criteria — including internal KPIs like reduced risk signals, improved officer wellness measures, or operational efficiency gains. • Drive contract renewals and identify opportunities for expansion (cross-sell or up-sell) by aligning product value to evolving customer priorities. • Develop customer advocates who can provide testimonials, case studies, or participate in industry events. • Partner closely with Sales, Product, Support, Professional Services, and Analytics teams to deliver coordinated customer outcomes. • Communicate customer feedback and market insights internally to influence product roadmap, documentation, and service enhancements.

• This role partners directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform. • The focus is hands-on execution - advising on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments. • You will 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. • You will analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale. • In parallel, you will own expansion outcomes across a defined portfolio of enterprise accounts. • Success is measured by net revenue retention and sustained multi-product adoption. • You will 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.

• Provide ongoing support to a portfolio of standard customers, serving as a consistent point of contact to help customers adopt core product features and achieve early success. • Execute proactive, scalable customer engagement programs, including scheduled check-ins, adoption reminders, webinars, group trainings, and mass email campaigns in partnership with the Customer Education team. • Monitor customer health indicators, usage trends, and engagement signals to identify customers who may need additional outreach or support. • Proactively reach out to customers showing early signs of disengagement or confusion, using defined playbooks and guidance. • Respond to customer inquiries in a timely and organized manner, ensuring follow-ups are completed and no requests are left unresolved. • Provide basic product guidance and troubleshooting for common questions, and coordinate with Support, Product, or other internal teams when escalation is required. • Keep customers informed on the status of open questions, requests, or issues, communicating clearly and setting appropriate expectations around next steps and timelines. • Support customer renewals in an auto-renewal model, including outreach, coordination, and issue resolution, with ongoing guidance from management and CX leadership. • Identify and surface potential expansion or cross-sell opportunities based on customer needs and product usage, partnering with Account Management for execution. • Share recurring customer feedback, trends, and insights with internal teams to help improve the customer experience and inform product and process improvements. • Collaborate closely with Support, Operations, Education, Implementation, and Product teams to help scale and refine our standard customer success approach.