Customer Happiness Manager - Remote Anywhere

Customer Happiness Intern - Remote

Reedsy

About Reedsy We’re here to give authors the tools and resources they need to create beautiful books. Our marketplace gathers the industry's best publishing professionals — the likes of Neil Gaiman's editor, Nora Roberts' book marketer, and GRRM’s cover designer. We’ve grown to a community of 5,000,000 authors, and transformed the way people write and publish their book. Want to hop on board and help us get to our next destination? Cool, keep reading! Job Description Your role is to offer support to authors, creative publishing professionals (editors, designers, marketers, publicists, ghostwriters, translators, etc.), and optimize conversion. You will be part of a team of 8. Your role will involve: * Offering support to Reedsy users; * Reviewing projects submitted on the platform; * Building customer funnels (design emails and in-app messages) to reactivate users and introduce Reedsy's features to them; * Maintaining and update our FAQ based on user feedback and questions; * Suggesting product features based on user feedback; and * Contributing to maintaining a high NPS (currently at 86!). REQUIREMENTS * Analytical mind; * You can work as part of a team (a remote team so the ability to communicate is even more essential), but also show initiative and take responsibility for your tasks; * Strong writing skills, you can write clearly and accurately, with perfect grammar and spelling; * Native-level English speaker; * Availability to work full-time (at least 35 hours per week ) for 6 months; * Customer support experience is welcomed, but not a necessity. Bonus Points * Previous experience working/interest in a marketplace and/or in a creative industry; * A good dose of ambition, as well as a great sense of humour; * Fluent in French, Spanish, or German. Benefits * Work from home; * Paid paternal and maternal leave; * Annual team retreat Salary range: £14k – £26k

Customer Success - Scale - Western Europe

ElevenLabs

ABOUT ELEVENLABS ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always. We have expanded from voice into three main platforms: * ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. * ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. * ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. HOW WE WORK * High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. * Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. * AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations. * Excellence everywhere: Everything we do should match the quality of our AI models. * Global team: We prioritize your talent, not your location. WHAT WE OFFER * 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. * Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose. * Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy. * Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend. ABOUT THE ROLE This role partners directly with rapidly growing customers across EMEA to drive adoption of the ElevenLabs platform - spanning core speech models, creative tools, and Agents. The focus is scaling the customer success motion to a large book of business. You will administer onboarding and enablement tactics across multiple products, advising on best practices for deploying ElevenLabs across web, mobile, and backend systems. You will analyze product usage and performance signals to identify friction points, unblock adoption, and help customers realize measurable value from the platform. In parallel, you will own commercial outcomes across a defined portfolio of approximately 80 accounts. Success is measured by Gross Revenue Retention and Net Revenue Retention, with a strong emphasis on sustained multi-product adoption. You will identify expansion opportunities, drive renewals and upsells, and partner closely with Sales, Engineering, and Customer Success leadership to turn technical success into durable revenue growth. REQUIREMENTS * 3-5 years of Customer Success or Account Management experience supporting complex B2B SaaS, Developer Tools, or AI/ML products in the EMEA region * Familiarity and experience with building and deploying AI agents * Familiarity and experience with API Integrations, and comfort and knowledge of navigating SDKs * Proven experience driving revenue outcomes, including owning a revenue quota and identifying, qualifying, and closing cross-sell opportunities along with renewals at scale * Strong automation first mindset - you thrive in delivering a digital customer journey across 150+ accounts and finding ways to personalize at scale * Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers at all levels of an organization * Strong understanding of the EMEA market landscape and cultural nuances * Self-motivated and able to work independently in a remote or distributed team environment * Fluency in English and German or French is required

Customer Success Lead - UK/I

ElevenLabs

ABOUT ELEVENLABS ElevenLabs is an AI research and product company transforming how we interact with technology. We launched in January 2023 with the first human-like AI voice model. Today, we serve millions of users and thousands of businesses - from fast-growing startups to large enterprises like Deutsche Telekom and Meta. Our investors are some of the world's most prominent, including Andreessen Horowitz, ICONIQ Growth and Sequoia. We've raised $781M in funding and our last valuation was $11B - multiples of 11, always. We have expanded from voice into three main platforms: * ElevenAgents enables businesses to deliver seamless and intelligent customer experiences, with the integrations, testing, monitoring, and reliability necessary to deploy voice and chat agents at scale. * ElevenCreative empowers creators and marketers to generate and edit speech, music, image, and video across 70+ languages. * ElevenAPI gives developers access to our leading AI audio foundational models. Everything we do is the result of the creativity and commitment of our team - builders doing the best work of their lives. We are researchers, engineers, and operators. IOI medalists and ex-founders. If you want to work hard and create lasting positive impact, we want to hear from you. HOW WE WORK * High-velocity: Rapid experimentation, lean autonomous teams, and minimal bureaucracy. * Impact not job titles: We don’t have job titles. Instead, it’s about the impact you have. No task is above or beneath you. * AI first: We use AI to move faster with higher-quality results. We do this across the whole company—from engineering to growth to operations. * Excellence everywhere: Everything we do should match the quality of our AI models. * Global team: We prioritize your talent, not your location. WHAT WE OFFER * 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. * Social travel: We also provide an annual discretionary stipend to meet up with colleagues each year, however you choose. * Annual company offsite: Each year, we bring the entire team together in a new location - past offsites have included Croatia and Italy. * Co-working: If you’re not located near one of our main hubs, we offer a monthly co-working stipend. About the Role As the Customer Success Lead you'll lead a team of experienced Customer Success team members across the UK&I region. 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. You will: * Lead, coach, and develop a high-performing CS 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. Requirements • 10+ years of experience in Customer Success 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 CSMs, 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 • Bonus: Hands-on with tools (Salesforce, Gong, Sigma, Pylon) and capable of improving data quality, visibility, and usage insights across the team. This role is remote-first, so it can be executed from anywhere within UK&I. If you prefer, you can work from our offices in London and Dublin.