GTM Enablement - Expansion

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 We're hiring our first GTM Enablement – Expansion to build the foundation of how ElevenLabs enables its global revenue 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 cross-sell negotiations. You understand what it takes for a revenue team to drive product adoption and identify and close expansion opportunities — because you've been that person. This role sits within Sales Enablement and reports to the Sales Enablement Lead, North America. You will work in close partnership with: - Customer Success leads, North America and International (owning customer expansion) - Revenue leadership (owning 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 expansion enablement is your primary focus, you'll also support GTM 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 EXPANSION ENABLEMENT FOUNDATION - Design and own ElevenLabs' global revenue team enablement strategy across onboarding, skill-building, and ongoing mastery - Define what "Expansion Ready" and "Retention Ready" mean at ElevenLabs and build the paths to get CSMs and AEs there - Establish scalable frameworks that support both the CSM and AE expansion motions BUILD EXPANSION ENABLEMENT PROGRAMS - Create structured onboarding journeys for CSMs and AEs covering product mastery, customer lifecycle management, health scoring, and renewal execution - Design and deliver adoption playbooks that help revenue teams drive usage, engagement, and value realization across customer segments - Build churn prevention frameworks including early warning indicators, save plays, and escalation paths - Enable revenue teams to conduct effective business reviews, usage analyses, and value documentation - Develop technical fluency programs so CSMs and AEs can confidently discuss APIs, agent configurations, integrations, and implementation best practices - Create cross-sell and upsell playbooks 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 revenue teams to articulate the full ElevenLabs platform story (Creative, Agents, and API) to drive multi-product adoption - Develop competitive positioning for expansion conversations DRIVE ADOPTION AND REDUCE CHURN - Partner with Revenue Leads to identify adoption gaps and build targeted enablement interventions - Create customer-facing resources (guides, videos, best practices) that revenue teams 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 expansion-ready materials - Develop role-play scenarios, call libraries, and coaching frameworks for managers USE ELEVENLABS AI AND AI-NATIVE TOOLS IN ENABLEMENT - Use ElevenLabs' voice and agent technology to create localized, voice-enabled training content and AI-powered practice environments for revenue teams - Operate with an AI-native mindset — you default to AI tools to research, draft, synthesize, and build faster, and you can coach others to do the same - Continuously evaluate and adopt emerging AI tools that improve enablement quality, speed, or scale - 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, ramp time, and adoption metrics - Partner with Customer Success and revenue 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 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 and AE ramp time reduced to under 60 days to full productivity - Expansion pipeline directly supported by enablement programs - Expansion playbook library launched covering adoption, cross-sell, upsell, and renewal - "Time to Value" framework adopted across the revenue 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 SaaS 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 SaaS 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; familiarity with Salesforce, Sigma, and Gong strongly preferred - AI-native operator — you use AI tools fluently in your daily work and can articulate how to embed them into enablement programs and workflows - Comfortable operating across global time zones and cultures - Fluency in English; additional languages are a plus Additional nice-to-haves: - Experience at a high-growth AI/ML, developer tools, or API-first company - Background in voice AI, conversational AI, or contact center technology - 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 NYC, DC, or SF to enable close collaboration with both the Sales Enablement and Customer Success leads. Exceptional candidates outside of North America will be considered if they can operate effectively across US and European time zones. WHY THIS ROLE MATTERS The playbooks and programs you build will define how ElevenLabs retains and expands its customer base — directly impacting net revenue retention, customer outcomes, and the long-term health of our business. If you're excited to build from zero, operate at high velocity, and shape a foundational function, we'd love to hear from you.