Sales Enablement - Expansion

About the role

We’re hiring our first Sales Enablement - Expansion to build the foundation of how Eleven Labs enables its global Customer Success and AE teams to drive adoption, expansion, and retention.

This is a 0-to-1 builder role.

You will define the strategy, build the infrastructure, and execute hands‑on as we scale.

What sets this role apart: we’re looking for someone with a technical foundation and deep understanding of the post‑sale motion.

You’ve been in the room for complex customer implementations, usage reviews, and renewal negotiations.

You understand what it takes for a CSM to drive product adoption and for an AE to identify and close expansion opportunities — because you’ve been that person.

This role sits within Sales Enablement and reports to the Sales Enablement Lead, International. You will work in close partnership with:

• Customer Success leads, North America and International (owning customer outcomes, adoption, and retention)
• Sales leadership (owning expansion pipeline and commercial strategy)
• Product and Product Marketing (owning roadmap, messaging, and use case development)

You will support a global team of CSMs and AEs across North America, EMEA, LATAM, and APAC.

While CS and expansion enablement is your primary focus, you’ll also support Sales Enablement across SDR and new business motions as needs arise.

This is a full‑stack enablement role on a lean team — you’ll build content, deliver training, design e‑learning, and flex across audiences as the business requires.

• What you’ll do
• Own the CS and expansion enablement foundation
• Design and own Eleven Labs’ global CS and expansion enablement strategy across onboarding, skill‑building, and ongoing mastery
• Define what “Expansion Ready” and “Retention Ready” mean at Eleven Labs and build the paths to get CSMs and AEs there
• Establish scalable frameworks that support both the CSM motion (adoption, health, renewal) and the AE expansion motion (cross‑sell, upsell)
• Build CSM enablement programs
• Create structured onboarding journeys for new CSMs covering product mastery, customer lifecycle management, health scoring, and renewal execution
• Design and deliver adoption playbooks that help CSMs drive usage, engagement, and value realization across customer segments
• Build churn prevention frameworks including early warning indicators, save plays, and escalation paths
• Enable CSMs to conduct effective business reviews, usage analyses, and value documentation
• Develop technical fluency programs so CSMs can confidently discuss APIs, agent configurations, integrations, and implementation best practices
• Build expansion enablement programs
• Create cross‑sell and upsell playbooks for AEs covering expansion discovery, multi‑product positioning, and deal execution
• Design enablement for identifying expansion signals — usage patterns, new use cases, stakeholder mapping, and whitespace analysis
• Enable AEs to articulate the full Eleven Labs platform story (Creative, Agents, and API) to drive multi‑product adoption
• Develop competitive positioning for expansion conversations
• Drive adoption and reduce churn
• Partner with Customer Success leads to identify adoption gaps and build targeted enablement interventions
• Create customer‑facing resources (guides, videos, best practices) that CSMs can use to drive self‑serve adoption
• Build “Time to Value” programs that help customers realize ROI faster
• Develop renewal execution playbooks covering timeline management, stakeholder alignment, and negotiation frameworks
• Create enablement content
• Build and maintain enablement materials including playbooks, training decks, videos, workshops, and LMS content
• Collaborate with Product Marketing, Sales, and Product to translate product releases into CS and expansion‑ready materials
• Develop role‑play scenarios, call libraries, and coaching frameworks for managers
• Use Eleven Labs AI in enablement
• Use Eleven Labs’ voice and agent technology to create localized, voice‑enabled training content
• Build AI‑powered coaching tools and practice environments for CSMs and AEs
• Deliver live and async training
• Facilitate live virtual trainings, workshops, and certifications across regions and time zones
• Design async learning paths that scale globally
• Run regular enablement office hours and deal/account clinics
• Measure and improve enablement effectiveness
• Define and track enablement KPIs such as time to first value, net revenue retention, gross retention, expansion pipeline, CSM ramp time, and adoption metrics
• Partner with Customer Success and Sales leadership to connect enablement efforts to business outcomes
• Use data and feedback to continuously iterate on programs
• Shape the function
• Document best practices, establish operating rhythms, and influence how CS and expansion enablement evolves as the customer base and sales org scale
• What success looks like (first 6–9 months)
• Measurable improvement in net revenue retention attributable to enablement initiatives
• Measurable reduction in churn rate
• CSM ramp time reduced to under 60 days to full productivity
• Expansion pipeline directly supported by enablement programs
• CS and expansion playbook library launched covering adoption, cross‑sell, upsell, and renewal
• “Time to Value” framework adopted across the CS org
• Adoption enablement resources driving measurable increase in product usage metrics

Requirements

• 4–7+ years of experience in customer success, sales enablement, solutions consulting, or GTM enablement in a Saa S or platform company
• At least 2 years in a customer‑facing role (CSM, AM, Solutions, or similar) with direct experience driving adoption, retention, and/or expansion
• Technical fluency – you can navigate API documentation, understand integration architectures, and credibly discuss technical implementations
• Proven experience building enablement programs from scratch in fast‑moving environments
• Full‑stack enablement skills: live facilitation, content creation, e‑learning development, and presentation design
• Strong understanding of B2B Saa S customer lifecycle, health scoring, and retention metrics
• Deep familiarity with expansion motions – cross‑sell, upsell, and multi‑product positioning
• Experience designing both live and self‑serve training, including certification programs
• Confident facilitator and presenter for global audiences
• Strong stakeholder management skills across Customer Success, Sales, Product, and Marketing teams
• Analytical mindset with experience defining and tracking enablement effectiveness
• Comfortable operating across global time zones and cultures
• Fluency in English; additional languages are a plus
• Additional
• Experience at a high‑growth AI/ML, developer tools, or API‑first company
• Background in voice AI, conversational AI, or contact center technology
• Experience with customer health scoring platforms (Gainsight, Churn Zero, Totango, etc.)
• Familiarity with usage‑based pricing models and consumption‑driven expansion
• Experience enabling both CSM and AE roles within the same organization
• Location

Remote‑first, globally distributed role.

We have a strong preference for candidates based in Europe or the UK, to enable close collaboration with the Sales Enablement Lead, International, Customer Success leads, and London HQ.

Exceptional candidates outside Europe will be considered if they can operate effectively across European and US time zones.

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 Eleven Labs means joining a dynamic team with countless opportunities to drive impact - beyond your immediate role and responsibilities.
• Learning & development: Eleven Labs 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.
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