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: 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 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) 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 annual base salary Total compensation includes cash compensation, equity, and benefits. 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!
#J-18808-Ljbffr
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: 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 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) 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 annual base salary Total compensation includes cash compensation, equity, and benefits. 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!
#J-18808-Ljbffr