Customer Success Manager

HeyGen•Long Beach, CA

About The Position

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.

Requirements

3+ 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.

Responsibilities

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.
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.
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.
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.