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. 

Position Summary

We're looking for a dynamic Customer Success Manager to join our team at HeyGen. In this role, you will be the face of HeyGen to our customers, ensuring they maximize the value of our platform while driving revenue growth and contributing to the scalability of our operations. Your mission will be to foster lasting relationships, guide customers through their journey, and help them achieve their business goals with our cutting-edge technology. You will also play a pivotal role in renewals, upsells, and cross-functional collaboration.

Core Responsibilities

• Customer Engagement: Develop and nurture relationships with customers, deeply understanding their needs and business objectives to ensure long-term success.
• Onboarding: Lead onboarding sessions for new clients, providing training and guidance on effectively using the HeyGen platform to meet their goals.
• Proactive Account Management: Monitor customer usage and engagement, identifying opportunities to deliver additional value, prevent churn, and drive expansion.
• Renewals Management: Own and manage the renewals process for your book of business, ensuring seamless contract renewals and identifying upsell opportunities.
• Feedback Integration: Relay customer feedback to Product and Operations teams to inform improvements and enhance the HeyGen platform.
• Data-Driven Insights: Leverage customer data to track performance, provide actionable insights, and deliver recommendations that align HeyGen’s solutions with customer goals.

Requirements

• Experience: 3+ years of experience in customer success, account management, or a similar customer-facing role, ideally in SaaS or AI-driven solutions.
• Sales Acumen: Proven ability to identify and drive upsell opportunities, aligning customer needs with product offerings.
• Proactive and Customer-Centric: Strong initiative with a customer-first mindset to solve problems and deliver value.
• Data-Driven Approach: Comfortable analyzing customer data to provide insights and track key metrics.
• Technical Proficiency: Ability to translate technical details into user benefits, with familiarity in CRM and customer success tools.

Salary Range:
$130,000 – $140,000 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!