Enterprise Customer Success Manager

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HeyGen

WebsiteLinkedInAll Job Openings

11 - 50 employees

📣 Marketing

💼 Consulting

🏥 Healthcare

💰 Seed Round on 2022-11

Marketing • Consulting • Healthcare

HeyGen is a platform that allows users to create and translate videos using an AI Video Generator. The service enables the production of studio-quality videos in 175 languages without the need for a camera or crew. Users can create their own avatars and personalize their videos with various features such as changing voice, clothes, or background. HeyGen is designed to assist in marketing, sales, learning and development, and localization by providing a tool for easily creating engaging and personalized video content at scale. The company is committed to secure, responsible, and ethical use of AI technology and provides solutions for industries like e-learning, marketing, and sales enablement.

📋 Description

• Own post-sale value realization for your assigned Enterprise 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). • Run structured business reviews — in French where appropriate — that reinforce ROI and long-term value. • Own renewal readiness for your accounts well in advance of contract expiration, baselining and documenting value realized during the term. • 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. • Partner cross-functionally with Sales, Support, Product, and Marketing to ensure a cohesive customer experience and clear ownership boundaries — bridging time zones between EMEA customers and a US-based team. • Act as HeyGen's cultural and linguistic bridge for French-speaking customers: localize playbooks, enablement assets, and success plans where it accelerates value. • Enjoy rolling up your sleeves and contributing to the continuous improvement of our operating cadence and customer engagement model as we scale in EMEA.

🎯 Requirements

• 3+ years of experience in Customer Success, Professional Services, or Consulting in a SaaS environment, preferably with AI tools. • Full professional or native fluency in French and English, including comfort leading executive-facing conversations and writing customer-facing materials in French, and operating internally in English. • Proficiency in German is a strong plus, given our growing DACH customer base. • Experience operating in Enterprise CS motions, including PLG and sales-led models; experience with EMEA enterprise customers strongly preferred. • 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 — especially important in a contract role with high autonomy. • Strong written and verbal communication skills in both languages, including executive-facing conversations. • Experience building repeatable CS playbooks and processes. • Data-informed mindset with the ability to synthesize insights into clear recommendations. • Comfort operating independently across time zones with a primarily US-based team; thrives in a fast-paced environment.

🏖️ Benefits

• HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.