HeyGen · 10 hours ago
Scaled Customer Success Manager
San Francisco, CA
Full-time
Onsite
Mid, Senior Level
$140K/yr - $190K/yr
4+ years expHeyGen is a company focused on making visual storytelling accessible through innovative technology. The Scaled Customer Success Manager will be responsible for ensuring customers achieve measurable business value from the platform, managing a high-volume book of Growth and Mid-Market Enterprise customers through structured onboarding and proactive engagement.
Artificial Intelligence (AI)EducationVideoSoftwareAppsE-LearningGenerative AIWeb Apps
Responsibilities
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
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
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
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
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
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
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
Qualification
Required
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
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
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
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
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
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
Benefits
401k plan
Health benefits
Generous PTO
Parental leave program
Emotional health resources
Company
HeyGen
HeyGen is an AI video generation platform that specializes in video creation, AI avatars, and generative AI.
51-200 employees
H1B Sponsorship
HeyGen has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
Funding
Current Stage
Growth StageTotal Funding
$69MKey Investors
Benchmark
2024-03-25Series A· $60M
2022-11-08Seed· $9M
Leadership Team
Wayne Liang
Co-founder, Chief Innovation Officer
Recent News
Tech Funding News
2025-10-31
Company data provided by crunchbase