Customer Success Manager

About HeyGen

At HeyGen, our mission is to make visual storytelling accessible to all. Over the last decade, visual content has become the preferred method of information creation, consumption, and retention. But the ability to create such content, in particular videos, continues to be costly and challenging to scale. Our ambition is to build technology that equips more people with the power to reach, captivate, and inspire audiences.
Learn more at www.heygen.com. Visit our Mission and Culture doc here.

Role Overview

Customer Success at HeyGen exists to ensure customers realize measurable business value from the platform, not just product adoption.

HeyGen is not a video creation tool. It is an operational capability that changes the cost, speed, scalability, and global consistency of video production across an organization.

Customer Success owns making that transformation real after the sale.

We are hiring multiple Customer Success Managers across different focus areas (Onboarding & Scaled CS, Strategic Accounts, and Renewals). While day-to-day responsibilities may differ by role, all CSMs at HeyGen are accountable for anchoring customers on outcomes, not features, and for driving retention and expansion through demonstrated value.

Core Responsibilities

All Customer Success Managers at HeyGen are expected to:

• Own post-sale value realization for their assigned customers, translating sales intent into measurable business outcomes.

• Anchor customer conversations around business impact, including:

• Cost structure reduction

• Time-to-content compression

• Scalable output without linear headcount growth

• Global consistency at local speed

• Guide customers through staged value progression:

• Immediate value (0–30 days)

• Structural value (30–90 days)

• Strategic value (90+ days)

• Define, track, and reinforce outcome-oriented success metrics, not just usage (e.g., time-to-value, cost savings, workflow adoption, renewal readiness).

• Partner cross-functionally with Sales, Support, Product, and Marketing to ensure a cohesive customer experience and clear ownership boundaries.

• Identify expansion opportunities that are justified by demonstrated impact, new workflows, or broader organizational adoption, not opportunistic upsell.

• Proactively assess churn risk and take action early through value re-anchoring and stakeholder alignment.

• Enjoy rolling up your sleeves and contributing to the continuous improvement of our operating cadence and customer engagement model as we scale.

Role-Specific Focus Areas (You must be stellar at one of these)

1. CSM — Onboarding & Scaled Customer Success

This role focuses on time-to-first-value and efficient value delivery at scale.

Additional responsibilities include:

• Own structured onboarding motions for new and lower-ACV Enterprise customers.

• Developing and delivering standardized onboarding playbooks with clear success criteria.

• Drive fast realization of initial value and ensure customers reach a stable, self-sustaining operating state.

• Identify and mitigate churn risk early through structured interventions.

• Execute proactive, programmatic success plays across a pooled book of business.

• Identify signals for risk, expansion, or escalation into higher-touch motions.

• Optimize processes, automation, and documentation to increase CS leverage per account.

Success looks like:

• Faster time-to-value

• Reduced onboarding friction

• Healthier accounts over the lifecycle of the subscription

2. CSM — Strategic Accounts

This role owns HeyGen’s most critical customer relationships.

Additional responsibilities include:

• Serve as the primary strategic partner for a small number of high-impact accounts.

• Establish executive alignment and joint success plans tied to customer business priorities.

• Run structured executive business reviews that reinforce ROI and long-term value.

• Drive multi-threading, champion development, and succession planning.

• Identify and pursue expansion across departments, regions, and use cases.

• Partner closely with Product and Leadership on roadmap influence, references, and co-innovation where appropriate.

Success looks like:

• 100% retention of Strategic logos

• Clear executive sponsorship on both sides

• Expansion driven by strategic embedding and well-grounded value narratives

3. CSM — Renewals & Value Defense

This role focuses on renewal rigor, forecasting accuracy, and value articulation.

Additional responsibilities include:

• Own renewal readiness for Enterprise accounts well in advance of contract expiration.

• Baseline and document customer value realized during the contract term.

• Anchor renewal conversations in outcomes, impact, and future-state value.

• Partner with Sales on pricing discipline and ACV uplift strategy.

• Maintain accurate renewal forecasting and clear internal communication.

Success looks like:

• Improved Net Dollar Retention (NDR)

• Fewer last-minute renewals

• Higher renewal ACVs justified by demonstrated impact

Preferred Qualifications

• 5+ years of experience in Customer Success, Professional Services, or Consulting in a related role in a SaaS environment, preferably with other AI tools.

• Experience operating in Enterprise CS motions, including PLG and sales-led models.

• Proven ability to manage accounts using business outcomes and metrics, not just activity.

• Comfort working with ambiguity and exercising judgment in how to prioritize customer effort.

• Strong written and verbal communication skills, including executive-facing conversations.

• Experience building repeatable CS playbooks and processes.

• Data-informed mindset with the ability to synthesize insights into clear recommendations.

• Thrives in a fast-paced environment and actively contributes to improving how the team operates.

Why Join HeyGen Customer Success

• CS at HeyGen is a strategic, revenue-impacting function, not a support wrapper.

• You’ll have real ownership, autonomy, and accountability over outcomes.

• You’ll help define what “great” looks like as we scale Enterprise CS from the ground up.

• Work with the world’s top companies and fundamentally reimagine how customers create and operate.

Salary Range:

$140,000 – $190,000 annually
Please note that the salary information is a general guideline only. HeyGen considers factors such as scope and responsibilities of the position, candidate's work experience, education/training, key skills, and internal equity, as well as location, market and business considerations when extending an offer. As part of our total rewards package, HeyGen offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join us at HeyGen and be part of a team that's making visual storytelling accessible to all!