Customer Success Manager

Colossyan; Greater London; Hybrid; GBP 52,000 - 72,000; Full time

Benefits offered by this job

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

Impact

Job summary

Colossyan is the AI-powered platform for training and enablement, helping enterprises automate the creation and delivery of learning content. The Customer Success team owns a mid-market and SMB book, delivering onboarding, adoption and renewal programs while scaling with automated workflows.

You will report to the Head of Customer Success and collaborate with Sales, Product and Marketing in a hybrid London-based role.

Qualifications

• 2 to 3+ years in Customer Success at a B2B SaaS company.
• Experience managing 60+ accounts with risk and value.
• Comfortable with renewal conversations and pricing basics.
• Hands-on with a CS platform or CRM (Planhat, Gainsight, Totango or HubSpot).
• Data-literate: reads usage data and builds health scores.
• Clear writer and confident presenter for webinars/office hours.
• Organised and self-directed; can manage a large book.
• Based in London, in-office three days a week.

Responsibilities

• Own retention, adoption and health for a mid-market/SMB book; oversee onboarding and renewals.
• Run webinars, office hours and group business reviews; create in-app guides and templates.
• Build automated onboarding, adoption, renewal and expansion campaigns.
• Spot churn risk signals early and run save plays for at-risk accounts.
• Maintain health scores, workflows and reporting; act as power user of CS platform.
• Identify growth opportunities in accounts and collaborate with Sales to close it.

Skills

Customer Success

Portfolio management

Renewals

CRM tools

Data analysis

Public speaking

Organization

London-based

Tools

Planhat

Gainsight

Totango

HubSpot

Job description

Most corporate training is still made the way it was made twenty years ago. Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships. Every large company knows this and almost none of them have a way out.

Colossyan is the agentic platform for training and enablement. Our AI agents draft videos and full interactive courses from a company's own source material, and a human stays in control of everything that ships. Paramount, Continental, Cisco, Johnson & Johnson and UPS use us to turn what they already know into training their people actually finish. Nearly a million videos have been created on the platform, we are a G2 Leader in both AI Video Generator and Course Authoring, and we are a Series A company of just over 50 people across London and Budapest.

Why this role exists

About us

Most corporate training is still made the way it was made twenty years ago. Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships. Every large company knows this and almost none of them have a way out.

Colossyan is the agentic platform for training and enablement. Our AI agents draft videos and full interactive courses from a company's own source material, and a human stays in control of everything that ships. Paramount, Continental, Cisco, Johnson & Johnson and UPS use us to turn what they already know into training their people actually finish. Nearly a million videos have been created on the platform, we are a G2 Leader in both AI Video Generator and Course Authoring, and we are a Series A company of just over 50 people across London and Budapest.

Why this role exists

Alongside our largest enterprise accounts, Colossyan has hundreds of mid-market and SMB customers who deserve a great experience with dedicated support. We're building a scaled success motion for them: lifecycle automation, digital engagement and well-chosen human touchpoints. You'll own a book of these customers, be the face of Colossyan to them, and help a small team cover many accounts well. You'll report to the Head of Customer Success and work closely with Sales, Product and Marketing.

What you will own

• Your book. Own retention, adoption and customer health for a portfolio of mid-market and SMB customers: onboarding, regular check-ins, renewals and the day-to-day relationship.

• Scaled programmes. Run webinars, office hours and group business reviews, and create in-app guides, templates and support materials that help customers succeed at scale.

• Lifecycle automation. Build and improve automated onboarding, adoption, renewal and expansion campaigns in our AI-native customer success platform, so the right customer gets the right nudge at the right time.

• Churn risk. Spot usage and behavioural signals early, run save plays, and escape the accounts that need senior attention before renewal is at risk.

• Tooling and data. Keep health scores, workflows and reporting accurate; be the team's power user of our customer success platform.

• Expansion. Identify and qualify growth inside your accounts (seats, new teams, and new products such as Learn, Cora and our knowledge-transfer agent) and work with Sales to close it.

How success is measured

• Gross revenue retention and renewal rate on your book.

• Expansion pipeline created and won.

• Adoption and usage across your customers.

• Accuracy of health scores and forecasts.

• Manual touch time reduced through automation and scaled programmes.

Who you are

Must haves

• 2 to 3+ years in Customer Success, CS Operations or scaled/digital success at a B2B SaaS company.

• Experience managing a large customer portfolio (60+ accounts) and prioritising by risk and value.

• Comfortable with renewal conversations and the commercial basics: pricing, contracts and simple negotiations.

• Hands-on with a customer success platform or CRM (for example Planhat, Gainsight, Totango or HubSpot) and quick to learn new tools.

• Data-literate: you read usage data, maintain health scores and build simple reports without being asked.

• A clear writer and confident presenter, comfortable running a webinar or office hours.

• Organised and self-directed: you can run a large book without dropping the small things.

• Based in London and happy to be in the office three days a week.

Nice to have

• Experience at a seed, Series A or Series B startup.

• A track record of launching automated or digital-led customer success motions.

• Experience serving L&D, HR or enablement buyers.

• Experience with AI products, or with helping customers adopt new product lines.

• Experience with partner- or reseller-sourced customers.

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 marginalized identities to apply. If you need any accommodations for your interview, please email [e-mail].