Customer Success Manager

About the team

Our Customer Success team at HeyGen is dedicated to partnering with our customers and their people to embrace video genAI through the adoption of HeyGen’s Enterprise products. HeyGen's customers represent a range of diverse backgrounds and maturity, from early-stage startups to established global enterprises. We see every interaction is an opportunity to inspire and accelerate a company or a person on their AI journey.

 

About the role

We are looking for a senior Customer Success Manager to collaborate directly with our Enterprise product customers. You are crucial to the success of these companies and will be instrumental in driving adoption and value of this product, ultimately responsible for understanding our customer’s needs and delivering an excellent experience. You will collaborate closely with the Sales, Product, Marketing and Engineering teams. This role will have an opportunity to expand in scope very quickly with a fast-growing customer base.

 

This role is based in our San Francisco downtown office. 

 

In this role, you will:

• Deliver an exceptional customer experience.
• Develop and nurture strong customer relationships to understand their business goals and needs.
• Implement and run user training and enablement sessions with a “train the trainer” model to enable scale.
• Create and implement customer success plans that outline goals, potential challenges, KPIs, and timelines.
• Codify best practices, guides, and FAQs based on interactions with customers.
• Gather and relay customer feedback to internal stakeholders, and identify themes across customers to incorporate into product planning.
• Collaborate closely with the Sales team to ensure seamless handoff between pre- and post-sale.
• Anticipate at-risk renewals or user churn and collaborate with the relevant internal teams to devise corrective action plans.
• Foster customer advocacy and facilitate customer testimonials and case studies.

 

You’ll thrive in this role if you:

• Have 7+ years of experience in a customer success (or similar) role, managing relationships with large, global, and complex organizations, preferably working with a technical enterprise product.
• Have a solid track record of delivering and scaling an exceptional customer experience.
• Possess exceptional presentation and communication skills, particularly when engaging with executives and leaders.
• Can proactively identify pain points in the product and with our customers.
• Have a humble attitude, an eagerness to help others, and a desire to pick up whatever knowledge you're missing to make both your team and our customers succeed.
• Operate with high horsepower, have strong problem-solving skills, are adept at frequent context switching, effectively manage working on multiple projects at once with expansive ownership, and ruthlessly prioritize.
• Are personally committed to fostering the safe and ethical evolution of AI.