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Customer Success Leader

Customer Success Leader role at HeyGen, focusing on customer adoption and retention.
HeyGen
On-Site
United States
USD 160,000 - 190,000
Job Description
HeyGen is seeking a Customer Success Leader to own customer adoption and drive long-term retention. This role shapes the customer journey, ensuring a value-driven experience for users of HeyGen’s AI video platform. The Customer Success Leader will partner with Marketing, Sales, and RevOps to manage retention risk, optimize renewal workflows, and uncover expansion opportunities.

Role Involves:
  • Defining and implementing a customer journey framework.
  • Leading and mentoring a team of Customer Success Managers (CSMs).
  • Identifying and mitigating churn risks.
  • Forecasting renewal performance and maintaining data in Salesforce.
  • Driving customer engagement with HeyGen’s value proposition.
  • Surfacing expansion potential and collaborating with Sales or Marketing.
  • Leading improvements to renewal processes and tooling.
  • Providing insights and reporting on retention trends.
  • Supporting pricing changes and upsell opportunities.

Requirements:
  • 5-8+ years of experience in SaaS renewals, customer success, or account management.
  • Experience in a high-growth startup, preferably in AI, SaaS, or B2B tech.
  • Ability to manage high-volume customer interactions and meet retention goals.
  • Strong communication, negotiation, and relationship-building skills.
  • Proficient in Salesforce (or similar CRM), subscription billing tools, and spreadsheets.
  • Analytical, proactive, and comfortable working cross-functionally.

HeyGen offers:
  • Comprehensive benefits including a 401k plan.
  • Health benefits.
  • Generous PTO.
  • Parental leave program.
  • Emotional health resources.
Apply Manually

HeyGen

HeyGen is a technology company focused on making visual storytelling accessible. They develop innovative tools designed to empower individuals and businesses to create engaging video content easily and cost-effectively. Their aim is to equip more people with the power to captivate and inspire audiences through visual media. They foster a dynamic, inclusive, and collaborative environment, valuing innovation and providing opportunities for professional growth.

All Jobs at HeyGen (21)