Head of Customer Success

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.

AI-powered video platform for visual storytelling