Account Management Lead
Job description
Lead a team of account managers across the UK&I region, balancing people leadership, strategic direction, and hands-on management of priority accounts to drive post-sales outcomes, retention, and expansion.
At a glance
- Employment
- Full-time
- Work mode
- Remote · UK
What you'll do
- Lead, coach, and develop a high-performing AM team, owning team and regional NRR performance, customer retention, and expansion goals.
- Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.
- Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.
- Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.
- Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.
- Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.
- Own the ongoing development and optimization of best practices for Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.
- Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.
- Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.
- Partner with Europe GTM & cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.
What we're looking for
- 10+ years of experience in Account Management or post-sales roles within SaaS, ideally some of this within UK&I accounts.
- Demonstrated technical acumen with the ability to upskill and enable the team — fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.
- 5+ years of direct people leadership experience — managing AMs, driving team quota, and developing talent through coaching and enablement.
- Passion for developing people and building a high-performance, feedback-driven culture grounded in accountability, learning, and customer impact.
- Strong player-coach mindset: comfortable managing key accounts directly while leading others to excel in their own portfolios.
- Demonstrated success in exceeding renewal, expansion, and NRR goals through effective customer engagement and strategic account management.
- Expertise in CS methodologies and best practices (e.g. success planning, adoption frameworks, ROI storytelling, executive alignment).
- Strong analytical and operational skills: adept at using data to identify performance trends, optimise workflows, and forecast outcomes.
- Strong builder mindset - you thrive in building from scratch, redefining processes and playbooks, and operating with an AI-first mindset.
Nice to have
- Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team.
Benefits
Innovative culture: You'll be part of a generational opportunity to define the trajectory of AI, surrounded by a team pushing the boundaries of what's possible.
Growth paths: Joining ElevenLabs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
Learning & development: ElevenLabs proactively supports professional development through an annual discretionary stipend.
Annual team offsite: Each year, we bring your entire team together in a new location - past offsites have included Croatia, Italy and Cancún
- Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose.
- Co-working: If you're not located near one of our main hubs, we offer a monthly co-working stipend.
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About ElevenLabs
AI research and product company transforming how we interact with technology
ElevenLabs is an AI research and product company transforming how we interact with technology. It launched in January 2023 with the first human-like AI voice model and serves millions of users and thousands of businesses. It has expanded from voice into three main platforms: ElevenAgents, ElevenCreative, and ElevenAPI.
Key facts
- 2023
- AI research and product
- Launched in January 2023 with the first human-like AI voice model
- Serves millions of users and thousands of businesses
- Raised $781M in funding
- Last valuation was $22B
- Expanded from voice into three main platforms: ElevenAgents, ElevenCreative, and ElevenAPI
- ElevenCreative generates and edits speech, music, image, and video across 70+ languages
- ElevenAPI gives developers access to leading AI audio foundational models
Partners & customers
What they value
- High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy
- Impact not job titles
- AI first
- Excellence everywhere
- Global team: We prioritize your talent, not your location