Customer Success Manager - AI SaaS, Growth & Renewal

Deel; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Stock options

Remote work week (1 full week per Qtr)

Free lunch Thursdays

Wellness Wednesdays

Private healthcare

Birthday time off

Flexible annual leave

Smart Pension retirement planning

Job summary

Colossyan is seeking a Customer Success Manager in Greater London to own a portfolio of mid-market and SMB customers. You’ll drive onboarding, adoption, renewals and expansion, working across Sales, Product and Marketing. You’ll run webinars, create in-app guides and automate lifecycle campaigns to scale success.

You’ll be based in London (hybrid, three days in the office) and manage a busy book, using CS platforms like Planhat, Gainsight, Totango or HubSpot to monitor health scores and outcomes.

Qualifications

• 2 to 3+ years in Customer Success 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 (Planhat, Gainsight, Totango or HubSpot) and quick to learn new tools.
• Data-literate: you read usage data, maintain health scores and build simple reports.

Responsibilities

• 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.
• Run webinars, office hours and group business reviews, and create in-app guides, templates and support materials that help customers succeed at scale.
• Build and improve automated onboarding, adoption and renewal campaigns in our AI-native CS platform.
• Spot usage and behavioural signals early, run save plays and escalate accounts before renewal risk.
• Keep health scores, workflows and reporting accurate; be the team's power user of our CS platform.
• Identify and qualify growth inside accounts and work with Sales to close expansion opportunities.

Skills

Customer Success

Portfolio management

Renewals & pricing

CRM tools

Data analysis

Public speaking

Tools

Planhat

Gainsight

Totango

HubSpot

Job description

Colossyan is seeking a Customer Success Manager in Greater London to own a portfolio of mid-market and SMB customers. You’ll drive onboarding, adoption, renewals and expansion, working across Sales, Product and Marketing. You’ll run webinars, create in-app guides and automate lifecycle campaigns to scale success.

You’ll be based in London (hybrid, three days in the office) and manage a busy book, using CS platforms like Planhat, Gainsight, Totango or HubSpot to monitor health scores and outcomes.