Customer Success Manager - Japan

About the role

This role partners directly with enterprise customers building and deploying conversational agents on the ElevenLabs Agents Platform. The focus is hands-on execution - advising on agent design, personas, conversation flows, tool integrations, and voice customization to deliver clear business outcomes in production environments.

You will guide customers through best practices for deploying and scaling agents across web, mobile, and telephony, and for integrating agents with existing data sources and systems. You will analyze agent performance data and conversational logs to identify friction points and optimization opportunities that improve accuracy, user experience, and reliability at scale.

In parallel, you will own expansion outcomes across a defined portfolio of enterprise accounts. Success is measured by net revenue retention and sustained multi-product adoption. You will identify expansion opportunities, drive cross-sell through deeper agent usage, and partner with Sales, Engineering, and Account Managers to convert technical success into durable revenue growth and long-term customer commitment.

• 5-7 years of Customer Success or Account Management experience supporting complex B2B SaaS, Developer Tools, or AI/ML products in Japan

• 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

• Excellent problem-solving, technical, and analytical skills to address customer needs and concerns

• 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 Japan market landscape and cultural nuances

• Self-motivated and able to work independently in a remote or distributed team environment