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Account Management Lead - UK/I

ElevenLabs· Revenue
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RemoteFull-timePosted 3mo ago

About the role

Account Management Lead responsible for leading a UK&I AM team, driving post-sales outcomes, renewals, expansions, and NRR across the region. Combines people leadership, strategic direction, and hands-on customer impact in a remote-first, UK&I-focused role.

Responsibilities

  • 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.

Qualifications

  • 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.
  • 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.

Skills

Required:Account ManagementPeople LeadershipCustomer Success MethodologiesData Analysis & ForecastingStrategic Account Leadership
Nice to have:Salesforce, Gong, Sigma, Pylon

Benefits

  • Innovative culture: opportunity to define the trajectory of AI.
  • Growth paths: opportunities to drive impact beyond the role.
  • Learning & development: annual discretionary stipend.
  • Social travel: annual discretionary stipend to meet colleagues.
  • Annual company offsite.
  • Co-working: monthly co-working stipend.
Last updated Oct 14, 2026. Interested? Apply on the company site.
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