Enterprise Customer Success Manager — UK, Remote Contract

Location, Language & Engagement Details

• Location: United Kingdom (remote), working European business hours.
• Language: Full professional fluency in French and English is required. You will run onboarding, business reviews, and executive conversations directly in French for French-speaking accounts, and collaborate daily in English with our global team. Proficiency in German is a strong plus.
• Engagement type: Independent contractor. Compensation, duration, and terms to be defined in the contractor agreement.

Core Responsibilities

• 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.