Customer Success Lead

Colossyan; London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading company in AI video technology seeks a Customer Success Lead to manage global customer success functions. This role involves driving customer retention and product adoption while leading a team across London and the US. The ideal candidate will have a strong B2B SaaS background and excellent communication skills. Join us to make an impact in a rapidly growing startup.

Benefits

Stock options

Remote work

Free lunch Thursdays

Wellness Wednesdays

Birthday time off

Flexible annual leave

Private healthcare

Retirement planning

Cutting-edge AI technology

Impact in a rapidly growing startup

Qualifications

• Experience in B2B SaaS with license- or seat-based products.
• Proven track record in retention and growth.

Responsibilities

• Lead and expand the global Customer Success team.
• Oversee onboarding, adoption, renewals, and expansion.
• Collaborate with Product, Sales, and Support teams.

Skills

Customer-centric mindset

Communication

Problem-solving

Job description

Join to apply for the Customer Success Lead role at Colossyan

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 recognized as a G2 Leader in multiple product categories. Our standout features include:

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

For more information on our product features, visit colossyan.com.

The Role

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

This key role involves managing a small team in London and the US, including one CSM focused on scale and two on enterprise accounts, collaborating closely with our Customer Support team in Hungary, and working across Europe and the US to develop processes that support customer success and growth.

Responsibilities

• Lead and expand the global Customer Success team, managing a small team of CSMs.
• Oversee the post-sales journey, including onboarding, adoption, renewals, and expansion.
• Partner with our Customer Support team in Hungary to ensure seamless customer experiences.
• Collaborate cross-functionally with Product, Sales, and Support to improve customer outcomes.
• Develop scalable processes for onboarding, QBRs, renewals, and upsell strategies.
• Represent the voice of the customer internally to influence product and strategy.
• Monitor and enhance key metrics such as NRR, NPS, and product adoption.

Qualifications

• Experience in B2B SaaS, preferably with license- or seat-based products.
• Strong customer-centric mindset with a proven track record in retention and growth.
• Experience managing or mentoring teams, or readiness to take that step.
• Comfort working with both scale and enterprise segments.
• Ability to collaborate across global teams and time zones.
• Excellent communication, organization, and proactive problem-solving skills.

What We Offer

• Stock options: We want everyone to feel motivated as owners.
• Remote work: One full week of remote work per quarter.
• Free lunch Thursdays: Weekly team lunches, in-office and remote.
• Wellness Wednesdays: Monthly sessions on meditation, yoga, and well-being.
• Great office location: Centrally-located, pet-friendly office.
• Birthday time off: Additional paid day off on your birthday.
• Flexible annual leave: 25 days plus options to convert bank holidays or extend leave.
• Private healthcare: Through Bupa, including talk therapy and physiotherapy.
• Retirement planning: Matched pension with Smart Pension.
• Cutting-edge AI technology: Work with state-of-the-art AI products.
• Impact: Contribute to a rapidly growing Series A startup with immediate impact.

Additional Information

We value diversity and inclusion, encouraging applications from all backgrounds and identities. For accommodations during the interview process, email [e-mail].