Scaled Customer Success Manager

<div class="content-intro"><p><strong>About HeyGen</strong></p> <p>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.<br>Learn more at <a href="https://www.heygen.com">www.heygen.com</a>. Visit our Mission and Culture doc <a href="https://docs.google.com/document/d/1JQ6k6Ce8VRE60zO09Uc94JVaxRWA2xC1-IbIFAAHPvs/edit?usp=sharing">here</a>. </p></div><h2>Role Overview</h2> <p>Customer Success at HeyGen exists to ensure customers realize measurable business value from the platform — not just product adoption.</p> <p>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.</p> <p>The Scaled Customer Success Manager (Scaled CSM) is responsible for delivering that transformation efficiently across a high-volume, pooled book of Growth and Mid-Market Enterprise customers.</p> <p>This role is focused on driving fast time-to-value, structured onboarding, proactive risk mitigation, and scalable growth motions through repeatable, programmatic engagement.</p> <p>This is the perfect opportunity for a digital-first, program-oriented builder to redefine what customer success management means for one of the world's most innovative AI companies.</p> <hr> <h2>Core Responsibilities</h2> <h3>1. Own Time-to-First-Value at Scale</h3> <ul> <li>Create digital-first onboarding motions for new Mid-Market customers at scale.</li> <li>Develop standardized onboarding playbooks with clearly defined success criteria.</li> <li>Ensure customers reach initial value within the first 30 days.</li> <li>Guide customers toward a stable, self-sustaining operating state.</li> </ul> <h3>2. Drive Outcome-Based Engagement</h3> <ul> <li>Anchor customer conversations around business impact, including: <ul> <li>Cost structure reduction</li> <li>Time-to-content compression</li> <li>Scalable output without linear headcount growth</li> <li>Global consistency at local speed</li> </ul> </li> <li>Define and reinforce outcome-oriented success metrics (not just usage metrics).</li> <li>Re-anchor customers on value when conversations drift into features or tooling.</li> </ul> <h3>3. Execute Programmatic Success Motions</h3> <ul> <li>Manage a pooled book of business using tech-touch and structured outreach campaigns.</li> <li>Design, launch, and iterate on proactive success plays across lifecycle stages.</li> <li>Identify signals for churn risk, expansion opportunity, or escalation into higher-touch segments.</li> <li>Leverage automation, documentation, and scalable enablement assets to maximize impact per account.</li> </ul> <h3>4. Operate as a Program Manager</h3> <ul> <li>Treat the scaled book of business as a portfolio of programs, not a collection of tickets.</li> <li>Prioritize initiatives based on impact to retention, expansion, and time-to-value.</li> <li>Run structured experiments (e.g., onboarding flows, lifecycle campaigns, risk interventions) and iterate rapidly based on data.</li> <li>Create clear documentation, success criteria, timelines, and ownership for cross-functional initiatives.</li> </ul> <h3>5. Proactively Manage Risk</h3> <ul> <li>Monitor account health signals, telemetry, and adoption patterns.</li> <li>Use data analysis to identify leading indicators of churn or stagnation.</li> <li>Intervene early with structured mitigation plans when risk is identified.</li> <li>Ensure renewal readiness is established well in advance of contract expiration.</li> </ul> <h3>6. Identify and Enable Expansion</h3> <ul> <li>Surface expansion opportunities justified by demonstrated value, ... (truncated, view full listing at source)