[Hiring] Enterprise Customer Success Manager @HeyGen

Role Description

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.

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.

Requirements

• 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.

Benefits

• 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.