Scaled Customer Success Manager

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.

Core Responsibilities

1. Own Time-to-First-Value at Scale

• Create digital-first onboarding motions for new Mid-Market customers at scale.
• Develop standardized onboarding playbooks with clearly defined success criteria.
• Ensure customers reach initial value within the first 30 days.
• Guide customers toward a stable, self-sustaining operating state.

2. Drive Outcome-Based Engagement

• 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
• Define and reinforce outcome-oriented success metrics (not just usage metrics).
• Re-anchor customers on value when conversations drift into features or tooling.

3. Execute Programmatic Success Motions

• Manage a pooled book of business using tech-touch and structured outreach campaigns.
• Design, launch, and iterate on proactive success plays across lifecycle stages.
• Identify signals for churn risk, expansion opportunity, or escalation into higher-touch segments.
• Leverage automation, documentation, and scalable enablement assets to maximize impact per account.

4. Operate as a Program Manager

• Treat the scaled book of business as a portfolio of programs, not a collection of tickets.
• Prioritize initiatives based on impact to retention, expansion, and time-to-value.
• Run structured experiments (e.g., onboarding flows, lifecycle campaigns, risk interventions) and iterate rapidly based on data.
• Create clear documentation, success criteria, timelines, and ownership for cross-functional initiatives.

5. Proactively Manage Risk

• Monitor account health signals, telemetry, and adoption patterns.
• Use data analysis to identify leading indicators of churn or stagnation.
• Intervene early with structured mitigation plans when risk is identified.
• Ensure renewal readiness is established well in advance of contract expiration.

6. Identify and Enable Expansion

• Surface expansion opportunities justified by demonstrated value, new workflows, or broader team adoption.
• Use data to quantify impact and build lightweight ROI narratives.
• Partner with Sales and Renewals to convert validated impact into ACV growth.
• Contribute to expansion initiatives and migration motions where applicable.

7. Improve the Scaled Operating Model

• Continuously refine onboarding playbooks and lifecycle programs.
• Contribute to automation, health scoring, and documentation improvements.
• Provide structured feedback to Product and Support to reduce friction at scale.
• Operate as a multiplier by increasing CS leverage per account over time.

Key Skillsets

Program Management & Operational Rigor

• Strong program management skills with the ability to manage multiple concurrent initiatives across a large book of business.
• Ability to define goals, success metrics, milestones, and clear ownership.
• Comfort driving cross-functional projects with Sales, Support, Product, and Data.

Rapid Iteration & Builder Mindset

• Bias toward action and iteration over perfection.
• Experience launching v1 programs quickly, measuring impact, and refining based on feedback and results.
• Comfort operating in ambiguity and building structure where none exists.

Data Analysis & Insight Generation

• Strong analytical skills with the ability to translate raw data into clear actions.
• Experience working with dashboards, health scores, renewal forecasts, and lifecycle metrics.
• Ability to identify trends across a portfolio and design interventions based on signal, not anecdotes.

Vibe Coding & Automation

• Comfortable “vibe coding” lightweight internal tools, workflows, and automations to improve leverage.
• Experience using AI coding assistants (e.g., Claude Code or similar) to prototype scripts, automations, or workflow improvements.
• Ability to think in systems and reduce manual work through thoughtful tooling.

Tooling & Technical Comfort

We operate like a modern AI-native startup. You should be comfortable learning and leveraging tools quickly.

• 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.

You do not need to be an engineer — but you must be technical enough to build leverage.

What Success Looks Like

• Faster time-to-value across the scaled segment
• Reduced onboarding friction and support dependency
• Healthier accounts progressing through value phases
• Fewer reactive escalations
• Improved Net Dollar Retention within the scaled portfolio
• Increased average ACV through structured value articulation and expansion
• Increased output per CSM through automation and programmatic engagement

Preferred Qualifications

• 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.

Why Join HeyGen Customer Success

Customer Success at HeyGen is a revenue-impacting, strategically critical function.

As a Scaled CSM, you will help build and operationalize the foundation of our scalable Enterprise motion. You will directly influence retention, expansion, and operating leverage across hundreds of accounts.

You will not inherit a fully mature system — you will help build it.

If you are energized by creating structure, increasing leverage, building programs, and driving measurable outcomes at scale, this role is for you.

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!