Customer Success Lead

Colossyan; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An innovative firm is seeking a Customer Success Lead to drive customer retention and product adoption globally. This key role involves managing a dedicated team in London while collaborating with global teams to enhance customer experiences. You'll be instrumental in building scalable processes and tracking key metrics to ensure customer success. Join a rapidly expanding startup that values diversity and offers a flexible work environment with numerous perks, including stock options and wellness initiatives. If you're passionate about customer success and ready to make a significant impact, this opportunity is for you.

Benefits

Stock options

Remote work

Free lunch Thursdays

Wellness Wednesdays

Great office location

Birthday time off

Flexible annual leave

Private healthcare

Retirement planning

Cutting-edge AI technology

Qualifications

• Experience in B2B SaaS, ideally with a licence- or seat-based product.
• Strong customer mindset with a track record of driving retention and growth.

Responsibilities

• Lead and grow the Customer Success function globally.
• Own the full post-sales journey across onboarding, adoption, renewals, and expansion.

Skills

B2B SaaS experience

Customer retention

Team management

Cross-functional collaboration

Problem-solving

Job description

About Us

At Colossyan, we’re building the future of workplace learning with AI video.

Top companies like P&G, Porsche, BASF, BDO, and Paramount already use Colossyan to create engaging and interactive video content faster and more cost effectively than traditional video production. Nearly 1 million videos have been created using Colossyan, and we’ve been recognised as a G2 Leader in multiple product categories.Here’s an overview of our standout features:

• Create text-to-speech videos hosted by one of our 150+ AI avatars
• Translate your video content to 70+ languages in just four clicks
• Bring documents to life with our document-to-video feature
• Personalize your videos by creating a custom avatar of yourself, complete with a cloned voice
• Make learning content interactive with features like branching, multiple choice quizzes, and more

To learn more about our product features, visit colossyan.com.

The role

We’re looking for a Customer Success Lead to own our global CS function at Colossyan. You'll report directly to our CEO and be responsible for driving customer retention, product adoption, and expansion across our growing base of B2B customers.

This is a key role where you’ll manage a small team in London – one focused on scale and one on enterprise accounts – while working closely with our Customer Support team in Hungary. You’ll also collaborate with teams across Europe and the US, building the processes and structure that will help our customers succeed and grow with us.

What you’ll be doing

• Lead and grow the Customer Success function globally, with direct line management of a smallCSM team.
• Own the full post-sales journey across onboarding, adoption, renewals and expansion
• Partner closely with our Customer Support team in Hungary to deliver seamless customer experiences
• Work cross-functionally with Product, Sales and Support to improve customer outcomes and retention
• Build and roll out scalable processes for onboarding, QBRs, renewals, and upsell motions
• Be the voice of the customer internally and influence product and commercial strategy
• Track and improve key metrics like NRR, NPS, and product adoption

What we’re looking for

• B2B SaaS experience, ideally with a licence- or seat-based product
• A strong customer mindset and track record of driving retention and growth
• Experience managing or mentoring team members - or ready to take that step
• Confident working across both scale and enterprise customer segments
• Comfortable collaborating with global teams and working across time zones
• Clear communicator, organised operator, and proactive problem solver

What we offer:

• Stock options: We want everyone to feel motivated to do their best work, which is why we’re all owners.
  
• Remote work: Enjoy extra flexibility with one full week of remote work per quarter.
  
• Free lunch Thursdays: Build team connections over complimentary weekly lunches, available for both in-office and remote employees.
  
• Wellness Wednesdays: We know working at a startup can be mentally tough, which is why we offer monthly expert-led sessions on meditation, yoga, and other well-being practices.
  
• Great office location: Work from our centrally-located, pet-friendly office designed for comfort and team collaboration.
  
• Birthday time off: Celebrate your birthday with an additional paid day off, if it falls on a weekday, separate from your regular vacation allowance.
  
• Flexible annual leave: Enjoy 25 days of annual leave with the unique option to convert the 8 bank holidays into working days and boost your annual leave allowance to 33 days. Choose what works best for you.
  
• Private healthcare: Access private healthcare through Bupa, including talk therapy and physiotherapy. We understand that everyone does their best work when they’re happy and healthy.
  
• Retirement planning: We offer matched salary sacrifice pension with Smart Pension.
  
• Cutting-edge AI technology: Be at the forefront of AI innovation, working directly with state-of-the-art AI technologies that form the core of our product.
  
• Impact: As a rapidly expanding Series A startup, your contributions will have an immediate impact on our global development!

At Colossyan, we believe that diversity drives innovation and inclusion fosters a sense of belonging. We are committed to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work.

We actively seek to build a diverse team and encourage applications from candidates of all backgrounds and beliefs to apply to our open positions.

We strongly encourage individuals from underrepresented and/or marginalised identities to apply. If you need any accommodations for your interview, please email [e-mail]