HeyGen Logo

HeyGen

Head of Customer Success

Posted 14 Days Ago
Be an Early Applicant
In-Office
Los Angeles, CA
180K-230K
Senior level
In-Office
Los Angeles, CA
180K-230K
Senior level
Lead the customer success team at HeyGen by shaping the customer journey, managing retention, collaborating across functions, and driving long-term value for customers.
The summary above was generated by AI

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 www.heygen.com.  Visit our Mission and Culture doc here. 

Position Summary

HeyGen is seeking a strategic and driven Customer Success Leader to take ownership of our customer adoption and drive long-term retention. In this full-time role, you will play a foundational role in shaping the customer journey, from onboarding to expansion ensuring a value-driven experience that keeps users engaged and invested in HeyGen’s AI video platform. You'll partner closely with Marketing, Sales, and RevOps to proactively manage retention risk, optimize renewal workflows, and uncover expansion opportunities.

This role is based in our Los Angeles or San Francisco office.  

Core Responsibilities

  • Define and implement a customer journey framework from onboarding to renewal.
  • Lead, hire, and mentor a team of CSMs (Customer Success Managers), ensuring excellence in customer interactions.
  • Identify and mitigate churn risks in collaboration with the Sales team
  • Partner cross-functionally to resolve account, billing, and usage issues impacting renewal outcomes
  • Forecast renewal performance accurately and maintain up-to-date data in Salesforce
  • Drive customer engagement with HeyGen’s value proposition to reinforce long-term value
  • Surface expansion potential and collaborate with Sales or Marketing to support growth opportunities
  • Lead improvements to renewal processes, playbooks, and tooling to scale the motion
  • Provide insights and reporting on retention trends and performance metrics to stakeholders
  • Support pricing changes, multi-year deals, and upsell opportunities in partnership with the broader revenue team.

Requirements

  • 5-8+ years of experience in SaaS renewals, customer success, or account management
  • Experience in a high-growth startup or early-stage company, preferably in the AI, SaaS, or B2B tech space.
  • Demonstrated ability to manage high-volume customer interactions and meet/exceed 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

Bonus points

  • Experience in a PLG (product-led growth) environment or with AI/creative tools
  • Familiarity with Salesforce, Customer.io, or other CS/revenue platforms
  • You’ve built renewal or retention playbooks from scratch before
  • Passion for video, AI, or storytelling

Compensation
Base salary Range: $180,000 to $230,000 annually 

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, and internal equity, as well as location, market and business considerations when extending an offer.  As part of our total rewards package, HeyGen offers comprehensive benefits including a 401k plan, health benefits, generous PTO, a parental leave program and emotional health resources.

HeyGen is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Top Skills

Customer.Io
Salesforce
Subscription Billing Tools

HeyGen Los Angeles, California, USA Office

Los Angeles, CA, United States

Similar Jobs

9 Days Ago
In-Office or Remote
3 Locations
259K-395K Annually
Expert/Leader
259K-395K Annually
Expert/Leader
Fintech • Financial Services
The Head of Customer Success will oversee activation and onboarding for customers, lead a team of 75 CSMs, focus on improving metrics such as spend activation and product adoption, and enhance the customer experience. The role requires collaboration across several departments and is strategic and operational in nature.
15 Days Ago
In-Office
San Francisco, CA, USA
110K-180K Annually
Senior level
110K-180K Annually
Senior level
Information Technology • Marketing Tech
As Head of Customer Success, you'll define strategy, enhance onboarding, track performance, partner with Product and Sales, and oversee client information processes.
Top Skills: Hubspot
140K-175K
Senior level
Digital Media • eCommerce • Information Technology
The Head of Customer Success will oversee post-sales customer journeys, configure SaaS applications, develop best practices, collaborate cross-functionally, and scale the success department in a fast-paced environment.
Top Skills: AsanaHubspotMondayNetSuiteSaaS

What you need to know about the Los Angeles Tech Scene

Los Angeles is a global leader in entertainment, so it’s no surprise that many of the biggest players in streaming, digital media and game development call the city home. But the city boasts plenty of non-entertainment innovation as well, with tech companies spanning verticals like AI, fintech, e-commerce and biotech. With major universities like Caltech, UCLA, USC and the nearby UC Irvine, the city has a steady supply of top-flight tech and engineering talent — not counting the graduates flocking to Los Angeles from across the world to enjoy its beaches, culture and year-round temperate climate.

Key Facts About Los Angeles Tech

  • Number of Tech Workers: 375,800; 5.5% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Snap, Netflix, SpaceX, Disney, Google
  • Key Industries: Artificial intelligence, adtech, media, software, game development
  • Funding Landscape: $11.6 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Strong Ventures, Fifth Wall, Upfront Ventures, Mucker Capital, Kittyhawk Ventures
  • Research Centers and Universities: California Institute of Technology, UCLA, University of Southern California, UC Irvine, Pepperdine, California Institute for Immunology and Immunotherapy, Center for Quantum Science and Engineering

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account