Scaled Customer Success Manager
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 just a video creation tool. It is an operational capability that changes the cost, speed, scalability, and global consistency of video production across an organization. The Scaled Customer Success Manager (Scaled CSM) is responsible for delivering that transformation efficiently across a high-volume, pooled book of Growth and Mid-Market Enterprise customers. This role is focused on driving fast time-to-value, structured onboarding, proactive risk mitigation, and scalable growth motions through repeatable, programmatic engagement. This is the perfect opportunity for a digital-first, program-oriented builder to redefine what customer success management means for one of the world's most innovative AI companies.
Requirements
- Program Management & Operational Rigor
- Rapid Iteration & Builder Mindset
- Data Analysis & Insight Generation
- Vibe Coding & Automation
- Tooling & Technical Comfort
- CRM proficiency (Salesforce preferred) for account tracking, renewal forecasting, and pipeline visibility.
- Experience using data visualization tools such as Hex (or similar BI tools) to analyze and present insights.
- Strong working knowledge of Slack for cross-functional collaboration and async communication.
- Comfort working across support platforms, CS tooling, and automation systems.
- Familiarity with AI-native workflows and tooling; comfort experimenting with new tools to improve efficiency.
Nice To Haves
- 4–7+ years of experience in Customer Success, Professional Services, Consulting, or a program-oriented SaaS role (AI experience preferred).
- Experience managing high-volume books of business using scaled or pooled CS motions.
- Demonstrated ability to drive business outcomes, not just product usage.
- Experience building repeatable onboarding, lifecycle, or renewal programs.
- Strong written communication skills and comfort leading structured, outcome-focused conversations.
- Data-informed mindset with the ability to synthesize account signals into clear actions.
- High ownership mentality and comfort operating in ambiguity.
Responsibilities
- Own Time-to-First-Value at Scale
- Drive Outcome-Based Engagement
- Execute Programmatic Success Motions
- Operate as a Program Manager
- Proactively Manage Risk
- Identify and Enable Expansion
- Improve the Scaled Operating Model
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
