About the role

HeyGen is building the AI video platform that Fortune 500 enterprises run their content operations on. Our strategic customers are not looking for another SaaS tool. They want production AI systems that plug into their LMS, their CRM, their HR stack, and their brand controls, and that their employees and end-users actually use every day. Closing the gap between what our APIs can do and what each enterprise needs them to do is the job.

We're hiring our first Forward Deployed Engineers to own that gap.

As a Forward Deployed Engineer on Strategic Accounts, you'll embed with our most technically complex enterprise customers and ship production AI video systems alongside their engineering teams. You'll own the last mile of delivery: discovery, technical scoping, architecture, build, rollout, and the eval-driven feedback loop back into HeyGen's product and model roadmap.

You'll operate autonomously, partner directly with customer engineering leaders and VPs, and represent HeyGen at the technical frontier. Typical questions you'll help answer look like:

• "How do we let 40,000 customer service reps generate branded training videos in twelve languages without going through our marketing team?"
• "How do we embed a live avatar into our product onboarding flow so every new user gets a conversational walkthrough in under 20 milliseconds of latency?"
• "How do we make HeyGen safe to deploy across a regulated pharma's field medical team with full avatar consent, audit logging, and subprocessor controls?"

You'll work side by side with our Product, Engineering, Sales, and Customer Success teams. Your field insights will directly influence what HeyGen ships next.

San Francisco or Los Angeles. Hybrid. Expect 25–40% travel to customer sites.

What you'll do

• Own end-to-end enterprise deployments. Lead technical discovery, architecture, and production rollout for our most complex strategic accounts. Integrate HeyGen cleanly into customer CRM, LMS, HR, and marketing stacks.
• Build on the HeyGen API and LiveAvatar. Ship real-time conversational agents, session-based lifecycles, and WebRTC integrations inside client applications. Produce reusable reference implementations, SDK wrappers, webhook integrations, and eval harnesses that later get pulled back into the platform.
• Run the hard escalations. Act as the senior technical owner on production-blocking issues. Advocate for the customers’ technical needs on streaming, latency, and integration failures, and coordinate cross-functional fixes with engineering.
• Close the product feedback loop. Translate messy real-world requirements into structured product input. Identify patterns across custom builds that should be generalized into the platform, and partner with core engineering to productize them.
• Be a trusted technical voice for customers. Explain model behavior, performance trade-offs, and roadmap to non-technical executives and to customer engineering teams in equal measure.

What success looks like

In your first year, we'll measure your impact on time to production for strategic accounts, expansion revenue driven by the accounts you own, the number of reusable patterns you contribute back to the platform, and the quality of the eval and feedback signal you send into our product organization.

What we're looking for

• 3+ years in software engineering, solutions architecture, or a similar builder role. You're comfortable shipping production-grade code in Python and JavaScript/Node.js.
• Hands-on experience building with LLMs or other generative AI systems in production, including familiarity with prompt engineering, agent development, and evaluation frameworks. You understand how model behavior affects product experience.
• Working knowledge of API design, webhooks, and cloud infrastructure.
• The ability to move fluidly between a customer engineering standup and a VP-level business conversation, and to explain technical trade-offs to both audiences without losing either.
• High agency under ambiguity. You're energized by building a function that doesn't exist yet rather than joining one that does.

Nice to have

• WebRTC, real-time media, or low-latency streaming experience.
• Experience at an FDE, solutions engineering, or post-sales engineering org at a frontier AI or enterprise SaaS company.
• Experience as a technical founder or early engineer at a startup. We especially want to hear from you.

A note on fit

If you don't check every box above but you're excited about building the forward-deployed function at an AI-first company, please apply. We care more about trajectory and taste than a clean line-by-line match.

Salary Range:

$175,000 – $225,000 annual base salary

Total compensation includes cash compensation, equity, and benefits.

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.

Join us at HeyGen and be part of a team that's making visual storytelling accessible to all!

About the Role

HeyGen is building a modern, AI-native revenue motion where product usage and customer behavior inform how and when sales engages. We are looking for a Revenue Strategy & Systems Lead to take ownership of how revenue moves through HeyGen. This role focuses on building and maintaining the systems that power how we capture demand, qualify interest, and route high-value leads using inbound and product-driven signals.

This role sits at the intersection of product, data, and sales. You will be responsible for how revenue signals are defined, operationalized, and surfaced across the business, with a focus on inbound intake, qualification, and routing. We’re looking for someone fluent in modern GTM tooling, comfortable with system design, and willing to challenge existing patterns to build something better.

This opportunity here is to define how revenue operations scale inside a high-growth AI company. This is a hands-on, systems-oriented role suited for someone who has built and evolved RevOps or GTM Engineering foundations at a growing SaaS company.

Reporting directly to the CFO, you’ll have wide scope and visibility.

What You’ll Own

• Own how inbound and product-driven revenue signals are captured, classified, and routed
• Define what constitutes sales-worthy intent and ensure those signals are acted on quickly and consistently
• Partner with product and data teams to operationalize behavioral and usage data for GTM use
• Build and maintain workflows for inbound intake, enrichment, scoring, and routing
• Ensure sales teams receive decision-ready context, not just lead objects, to engage effectively
• Design and maintain durable revenue workflows that scale as the business grows
• Collaborate with data and engineering to integrate product behavior into GTM workflows
• Rationalize and evolve the GTM tooling and automation stack by deciding what to keep, consolidate, or deprecate
• Bring in patterns, playbooks, or tools you've seen work at high-growth SaaS or AI-native orgs
• Make systems legible, auditable, and able to scale cleanly

Outcomes You’ll Drive

• Inbound and product signals are captured and routed within minutes
• Sales trusts what appears in their pipeline and understands why it is there
• The GTM motion responds dynamically to product behavior and user intent
• Workflow logic is clear, stable, and not fragmented across tools
• The revenue systems layer is modern, minimal, and built to support scale

Experience

• 5 to 7 years in Revenue Operations, GTM Systems, or Sales Operations roles at SaaS or AI-native companies
• Hands-on experience building scoring, routing, and enrichment systems from the ground up
• Strong understanding of CRM object modeling and routing logic — not just form-building
• Fluency with modern GTM tooling and automation, including enrichment, outreach, scheduling, and scoring platforms
• Experience working with product usage data, ideally sourced from a data warehouses or CDPs
• Comfort working directly with SQL, event streams, or data pipelines
• Track record of simplifying complex systems and reducing tool sprawl
• Able to bring in best practices and frameworks, not just build what’s asked

Salary Range
$180,000 – $210,000 + equity + benefits

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 equity, 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.

Join us at HeyGen and be part of a team that's reshaping the world of video creation through innovative technology!

Role Overview

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.

The Scaled Customer Success Manager (Scaled CSM) is responsible for delivering that transformation efficiently across a high-volume, pooled book of Growth and Mid-Market Enterprise customers.

This role is focused on driving fast time-to-value, structured onboarding, proactive risk mitigation, and scalable growth motions through repeatable, programmatic engagement.

This is the perfect opportunity for a digital-first, program-oriented builder to redefine what customer success management means for one of the world's most innovative AI companies.

Core Responsibilities

1. Own Time-to-First-Value at Scale

• Create digital-first onboarding motions for new Mid-Market customers at scale.
• Develop standardized onboarding playbooks with clearly defined success criteria.
• Ensure customers reach initial value within the first 30 days.
• Guide customers toward a stable, self-sustaining operating state.

2. Drive Outcome-Based Engagement

• 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
• Define and reinforce outcome-oriented success metrics (not just usage metrics).
• Re-anchor customers on value when conversations drift into features or tooling.

3. Execute Programmatic Success Motions

• Manage a pooled book of business using tech-touch and structured outreach campaigns.
• Design, launch, and iterate on proactive success plays across lifecycle stages.
• Identify signals for churn risk, expansion opportunity, or escalation into higher-touch segments.
• Leverage automation, documentation, and scalable enablement assets to maximize impact per account.

4. Operate as a Program Manager

• Treat the scaled book of business as a portfolio of programs, not a collection of tickets.
• Prioritize initiatives based on impact to retention, expansion, and time-to-value.
• Run structured experiments (e.g., onboarding flows, lifecycle campaigns, risk interventions) and iterate rapidly based on data.
• Create clear documentation, success criteria, timelines, and ownership for cross-functional initiatives.

5. Proactively Manage Risk

• Monitor account health signals, telemetry, and adoption patterns.
• Use data analysis to identify leading indicators of churn or stagnation.
• Intervene early with structured mitigation plans when risk is identified.
• Ensure renewal readiness is established well in advance of contract expiration.

6. Identify and Enable Expansion

• Surface expansion opportunities justified by demonstrated value, new workflows, or broader team adoption.
• Use data to quantify impact and build lightweight ROI narratives.
• Partner with Sales and Renewals to convert validated impact into ACV growth.
• Contribute to expansion initiatives and migration motions where applicable.

7. Improve the Scaled Operating Model

• Continuously refine onboarding playbooks and lifecycle programs.
• Contribute to automation, health scoring, and documentation improvements.
• Provide structured feedback to Product and Support to reduce friction at scale.
• Operate as a multiplier by increasing CS leverage per account over time.

Key Skillsets

Program Management & Operational Rigor

• Strong program management skills with the ability to manage multiple concurrent initiatives across a large book of business.
• Ability to define goals, success metrics, milestones, and clear ownership.
• Comfort driving cross-functional projects with Sales, Support, Product, and Data.

Rapid Iteration & Builder Mindset

• Bias toward action and iteration over perfection.
• Experience launching v1 programs quickly, measuring impact, and refining based on feedback and results.
• Comfort operating in ambiguity and building structure where none exists.

Data Analysis & Insight Generation

• Strong analytical skills with the ability to translate raw data into clear actions.
• Experience working with dashboards, health scores, renewal forecasts, and lifecycle metrics.
• Ability to identify trends across a portfolio and design interventions based on signal, not anecdotes.

Vibe Coding & Automation

• Comfortable “vibe coding” lightweight internal tools, workflows, and automations to improve leverage.
• Experience using AI coding assistants (e.g., Claude Code or similar) to prototype scripts, automations, or workflow improvements.
• Ability to think in systems and reduce manual work through thoughtful tooling.

Tooling & Technical Comfort

We operate like a modern AI-native startup. You should be comfortable learning and leveraging tools quickly.

• CRM proficiency (Salesforce preferred) for account tracking, renewal forecasting, and pipeline visibility.
• Experience using data visualization tools such as Hex (or similar BI tools) to analyze and present insights.
• Strong working knowledge of Slack for cross-functional collaboration and async communication.
• Comfort working across support platforms, CS tooling, and automation systems.
• Familiarity with AI-native workflows and tooling; comfort experimenting with new tools to improve efficiency.

You do not need to be an engineer — but you must be technical enough to build leverage.

What Success Looks Like

• Faster time-to-value across the scaled segment
• Reduced onboarding friction and support dependency
• Healthier accounts progressing through value phases
• Fewer reactive escalations
• Improved Net Dollar Retention within the scaled portfolio
• Increased average ACV through structured value articulation and expansion
• Increased output per CSM through automation and programmatic engagement

Preferred Qualifications

• 4–7+ years of experience in Customer Success, Professional Services, Consulting, or a program-oriented SaaS role (AI experience preferred).
• Experience managing high-volume books of business using scaled or pooled CS motions.
• Demonstrated ability to drive business outcomes, not just product usage.
• Experience building repeatable onboarding, lifecycle, or renewal programs.
• Strong written communication skills and comfort leading structured, outcome-focused conversations.
• Data-informed mindset with the ability to synthesize account signals into clear actions.
• High ownership mentality and comfort operating in ambiguity.

Why Join HeyGen Customer Success

Customer Success at HeyGen is a revenue-impacting, strategically critical function.

As a Scaled CSM, you will help build and operationalize the foundation of our scalable Enterprise motion. You will directly influence retention, expansion, and operating leverage across hundreds of accounts.

You will not inherit a fully mature system — you will help build it.

If you are energized by creating structure, increasing leverage, building programs, and driving measurable outcomes at scale, this role is for you.

Salary Range:

$140,000 – $190,000 annual base salary

Total compensation includes cash compensation, equity, and benefits.

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.

Join us at HeyGen and be part of a team that's making visual storytelling accessible to all!