• As the Customer Success Lead you’ll lead a team of experienced Customer Success team members across India. • 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.

• 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.

• Own customer adoption, onboarding, and continued success at your customer base. • Document adoption and success • Lead all aspects of the adoption, optimization, and integration of New Relic’s products within customers’ business infrastructure • Be a joint partner with Sales to identify revenue opportunities through the upsell of new services and contract renewals • Voice support for new product features & provide customer feedback to New Relic product management and engineering groups • Maintain a deep understanding of the customer’s business as well as their technical environment • Lead interactive product demonstrations for diverse audiences, showcasing key workflows and answering real-time technical inquiries to drive platform adoption. • As this is a field-based role you will need to enjoy some travel, extensive travel opportunities for those that want to.

• Customer lifecycle ownership • Act as a main point of contact and own the full customer lifecycle for a portfolio of customers, with a strong focus on long term success, value realisation, and growth. • Work with customers to define clear goals and success criteria, ensuring strong product adoption and best practice usage. • Act as a strategic and consultative partner to customers, aligning platform usage with their business objectives. • Develop and execute Customer Success Plans aligned with customer goals and measurable outcomes. • Lead regular business reviews, tracking adoption, value delivered, risks, and opportunities for growth. • Identify adoption gaps early and proactively design action plans to increase engagement, adoption and value. • Proactively identify and drive upsell and cross sell opportunities within your customer portfolio. • Build strong relationships with customers and internal stakeholders across Sales, Support, Product, and Operations.