Customer Success Manager

At Hey Gen, 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  . Visit our Mission and Culture doc here .

Customer Success at Hey Gen exists to ensure customers realize measurable business value from the platform, not just product adoption.

Hey Gen is not 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 multiple Customer Success Managers across different focus areas (Onboarding & Scaled CS, Strategic Accounts, and Renewals). While day-to-day responsibilities may differ by role,
all CSMs at Hey Gen are accountable for anchoring customers on outcomes, not features
, and for driving retention and expansion through demonstrated value.

All Customer Success Managers at Hey Gen are expected to:

• Own post-sale value realization for their assigned 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).
• Partner cross-functionally with Sales, Support, Product, and Marketing to ensure a cohesive customer experience and clear ownership boundaries.
• 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.
• Enjoy rolling up your sleeves and contributing to the continuous improvement of our operating cadence and customer engagement model as we scale.

This role focuses on time-to-first-value and efficient value delivery at scale
.

Additional responsibilities include:

• Own structured onboarding motions for new and lower-ACV Enterprise customers.
• Developing and delivering standardized onboarding playbooks with clear success criteria.
• Drive fast realization of initial value and ensure customers reach a stable, self-sustaining operating state.
• Identify and mitigate churn risk early through structured interventions.
• Execute proactive, programmatic success plays across a pooled book of business.
• Identify signals for risk, expansion, or escalation into higher-touch motions.
• Optimize processes, automation, and documentation to increase CS leverage per account.

Success looks like:

• Reduced onboarding friction
• Healthier accounts over the lifecycle of the subscription

This role owns Hey Gen’s most critical customer relationships
.

Additional responsibilities include:

• Serve as the primary strategic partner for a small number of high-impact accounts.
• Establish executive alignment and joint success plans tied to customer business priorities.
• Run structured executive business reviews that reinforce ROI and long-term value.
• Drive multi-threading, champion development, and succession planning.
• Identify and pursue expansion across departments, regions, and use cases.
• Partner closely with Product and Leadership on roadmap influence, references, and co-innovation where appropriate.

Success looks like:

• 100% retention of Strategic logos
• Clear executive sponsorship on both sides
• Expansion driven by strategic embedding and well-grounded value narratives

This…