Enterprise Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take ownership of post-sale value realization for your designated Enterprise clients, transforming sales intentions into quantifiable business results.

• Lead discussions with clients focused on business impact, which includes:

• Reduction in cost structure

• Acceleration of time-to-content

• Scalable output without proportional headcount increase

• Global uniformity delivered with local agility

• Steer customers through a staged value development process:

• Immediate value (0–30 days)

• Structural value (30–90 days)

• Strategic value (90+ days)

• Establish, monitor, and reinforce success metrics that are outcome-oriented, rather than solely usage-based (e.g., time-to-value, cost efficiencies, workflow adoption, renewal preparedness).

• Conduct organized business reviews — in French when appropriate — that highlight ROI and long-term benefits.

• Ensure renewal readiness for your accounts well before contract expiration, establishing baselines and documenting value achieved during the contract period.

• Spot expansion opportunities that are supported by demonstrated impact, new workflows, or broader organizational adoption, rather than opportunistic upselling.

• Proactively evaluate churn risk and initiate early actions through value re-anchoring and alignment of stakeholders.

• Collaborate cross-functionally with Sales, Support, Product, and Marketing to deliver a seamless customer experience and clear ownership demarcations — bridging time zones between EMEA clients and a US-based team.

• Serve as HeyGen's cultural and linguistic liaison for French-speaking clients: adapt playbooks, enablement resources, and success plans to enhance value delivery.

• Take pleasure in engaging hands-on and contributing to the ongoing enhancement of our operational processes and customer engagement strategies as we expand in EMEA.

⛳️ Requirements

• A minimum of 3 years of experience in Customer Success, Professional Services, or Consulting within a SaaS context, ideally with AI tools.

• Full professional or native proficiency in French and English, including the ability to lead executive-level discussions and create customer-facing materials in French while operating internally in English.

• Proficiency in German is a significant advantage, considering our expanding DACH client base.

• Experience in Enterprise Customer Success methodologies, including PLG and sales-led approaches; experience with EMEA enterprise clients is highly preferred.

• Demonstrated capacity to manage accounts based on business outcomes and metrics rather than just activities.

• Comfort in navigating ambiguity and exercising judgement in prioritizing customer efforts — particularly important in a contract role with significant autonomy.

• Strong written and verbal communication abilities in both languages, encompassing executive-level discussions.

• Experience in creating repeatable Customer Success playbooks and procedures.

• Data-driven mindset with the capability to distill insights into actionable recommendations.

• Ability to work independently across time zones with a primarily US-based team; thrives in a dynamic environment.

🏝️ Benefits

• HeyGen is an Equal Opportunity Employer. We celebrate diversity and are dedicated to fostering an inclusive workplace for all employees.