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  Visit our Mission and Culture doc here. 

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.

Customer Success owns making that transformation real after the sale.

We are hiring a UK-based, French-speaking Enterprise Customer Success Manager (contract engagement) to own a book of Enterprise accounts across EMEA, with a particular focus on our French-speaking customers. This role carries the full Enterprise CSM mandate: anchoring customers on outcomes, not features, and driving retention and expansion through demonstrated value — delivered in the customer's language and time zone.

Location, Language & Engagement Details

• Location: United Kingdom (remote), working European business hours.
• Language: Full professional fluency in French and English is required. You will run onboarding, business reviews, and executive conversations directly in French for French-speaking accounts, and collaborate daily in English with our global team. Proficiency in German is a strong plus.
• Engagement type: Independent contractor. Compensation, duration, and terms to be defined in the contractor agreement.

Core Responsibilities

• 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.

What Success Looks Like

• Faster time-to-value across your EMEA book of business
• Healthy accounts progressing through the immediate → structural → strategic value phases
• Strong retention and improved Net Dollar Retention across the portfolio
• Renewals anchored in documented, customer-recognized value — no last-minute scrambles
• Expansion driven by demonstrated impact and well-grounded value narratives
• French-speaking customers who feel HeyGen operates as a local partner, not a distant US vendor

Preferred Qualifications

• 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.

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 and renewal forecasting.
• Experience with data visualization / BI tools such as Hex (or similar) to analyze and present insights.
• Strong working knowledge of Slack for cross-functional, async collaboration across time zones.
• Familiarity with AI-native workflows and tooling; comfort experimenting with new tools (including AI assistants) to improve efficiency.

Why Join HeyGen Customer Success

• CS at HeyGen is a strategic, revenue-impacting function, not a support wrapper.
• You'll have real ownership, autonomy, and accountability over outcomes.
• You'll be our first CS hire in the UK, joining a growing EMEA presence and helping define what "great" looks like as we scale Enterprise CS across the region.
• Work with the world's top companies and fundamentally reimagine how customers create and operate.

Contractor Salary Range:

£70,000 – £110,000 annual salary target

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, as well as location, market and business considerations when extending an offer. 

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!