HeyGen
Position
Head of Customer Success
role at
HeyGen About HeyGen
HeyGen is on a mission to make visual storytelling accessible to all. Visual content, especially videos, has become a dominant method of information creation, consumption, and retention. The ambition is to build technology that empowers more people to reach, captivate, and inspire audiences. Position Summary
HeyGen is seeking a strategic and driven Customer Success Leader to own customer adoption and drive long-term retention. In this full-time role, you will shape the customer journey from onboarding to expansion, ensuring a value-driven experience that keeps users engaged with HeyGen’s AI video platform. You will partner with Marketing, Sales, and RevOps to proactively manage retention risk, optimize renewal workflows, and uncover expansion opportunities. This role is based in Los Angeles or San Francisco. Core Responsibilities
Define and implement a customer journey framework from onboarding to renewal. Lead, hire, and mentor a team of CSMs (Customer Success Managers). Identify and mitigate churn risks in collaboration with the Sales team. Partner cross-functionally to resolve account, billing, and usage issues impacting renewal outcomes. Forecast renewal performance accurately and maintain up-to-date data in Salesforce. Drive customer engagement with HeyGen’s value proposition to reinforce long-term value. Surface expansion potential and collaborate with Sales or Marketing to support growth opportunities. Lead improvements to renewal processes, playbooks, and tooling to scale the motion. Provide insights and reporting on retention trends and performance metrics to stakeholders. Support pricing changes, multi-year deals, and upsell opportunities in partnership with the broader revenue team. Requirements
5-8+ years of experience in SaaS renewals, customer success, or account management. Experience in a high-growth startup or early-stage company, preferably in the AI, SaaS, or B2B tech space. Demonstrated ability to manage high-volume customer interactions and meet/exceed retention goals. Strong communication, negotiation, and relationship-building skills. Proficient in Salesforce (or similar CRM), subscription billing tools, and spreadsheets. Analytical, proactive, and comfortable working cross-functionally. Bonus points
Experience in a PLG (product-led growth) environment or with AI/creative tools. Familiarity with Salesforce, Customer.io, or other CS/revenue platforms. Youve built renewal or retention playbooks from scratch before. Passion for video, AI, or storytelling. Compensation
Base salary Range: $180,000 to $230,000 annually. Please note that salary information is a general guideline. HeyGen considers factors such as scope and responsibilities, candidate experience and education, key skills, internal equity, location, market, and business considerations when extending an offer. 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.
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Head of Customer Success
role at
HeyGen About HeyGen
HeyGen is on a mission to make visual storytelling accessible to all. Visual content, especially videos, has become a dominant method of information creation, consumption, and retention. The ambition is to build technology that empowers more people to reach, captivate, and inspire audiences. Position Summary
HeyGen is seeking a strategic and driven Customer Success Leader to own customer adoption and drive long-term retention. In this full-time role, you will shape the customer journey from onboarding to expansion, ensuring a value-driven experience that keeps users engaged with HeyGen’s AI video platform. You will partner with Marketing, Sales, and RevOps to proactively manage retention risk, optimize renewal workflows, and uncover expansion opportunities. This role is based in Los Angeles or San Francisco. Core Responsibilities
Define and implement a customer journey framework from onboarding to renewal. Lead, hire, and mentor a team of CSMs (Customer Success Managers). Identify and mitigate churn risks in collaboration with the Sales team. Partner cross-functionally to resolve account, billing, and usage issues impacting renewal outcomes. Forecast renewal performance accurately and maintain up-to-date data in Salesforce. Drive customer engagement with HeyGen’s value proposition to reinforce long-term value. Surface expansion potential and collaborate with Sales or Marketing to support growth opportunities. Lead improvements to renewal processes, playbooks, and tooling to scale the motion. Provide insights and reporting on retention trends and performance metrics to stakeholders. Support pricing changes, multi-year deals, and upsell opportunities in partnership with the broader revenue team. Requirements
5-8+ years of experience in SaaS renewals, customer success, or account management. Experience in a high-growth startup or early-stage company, preferably in the AI, SaaS, or B2B tech space. Demonstrated ability to manage high-volume customer interactions and meet/exceed retention goals. Strong communication, negotiation, and relationship-building skills. Proficient in Salesforce (or similar CRM), subscription billing tools, and spreadsheets. Analytical, proactive, and comfortable working cross-functionally. Bonus points
Experience in a PLG (product-led growth) environment or with AI/creative tools. Familiarity with Salesforce, Customer.io, or other CS/revenue platforms. Youve built renewal or retention playbooks from scratch before. Passion for video, AI, or storytelling. Compensation
Base salary Range: $180,000 to $230,000 annually. Please note that salary information is a general guideline. HeyGen considers factors such as scope and responsibilities, candidate experience and education, key skills, internal equity, location, market, and business considerations when extending an offer. 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.
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