Customer Success Manager - London

Colossyan; Remote; GBP 40,000 - 60,000; Full time

Job summary

A growing AI video firm in Greater London is looking for a Customer Success Manager to enhance customer retention and engagement among mid-market clients. The ideal candidate will have over a year of experience in Customer Success within the SaaS industry, managing a large portfolio and employing tools like Planhat. The role involves leading automated customer success programs, ensuring customer satisfaction and reducing churn. The company offers a flexible work environment, stock options, and wellness initiatives.

Benefits

Stock options

Remote work flexibility

Free lunch Thursdays

Wellness Wednesdays

Birthday time off

Flexible annual leave

Private healthcare

Retirement planning

Cutting-edge AI technology

Impact on global development

Qualifications

• 1+ years in Customer Success or similar roles within SaaS.
• Experience managing a portfolio of 100+ accounts.
• Strong negotiation skills for renewal contracts.

Responsibilities

• Manage post-sale activities to retain mid-market customers.
• Lead webinars and create product support materials.
• Identify churn risks through behavioral alerts.

Skills

Customer Success management

Commercial acumen

Technical aptitude

Tools

Planhat

Gainsight

Hubspot

Job description

About Us

At Colossyan, we are helping modern teams scale training with AI video.

Top companies like Novartis, Paramount, Continental, and WSP use Colossyan to create engaging video content from text and documents, with significant time and cost savings compared to 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 is an overview of what you can do with Colossyan:

• Generate videos from text, with narration from our professional AI avatars
• Turn documents, presentations and prompts into engaging videos
• Translate your video content to 80+ languages in seconds
• Personalise your videos by creating a digital avatar of yourself
• Make training interactive with features like branching, quizzes, and more

We take great pride in fostering a culture of growth within our rapidly‑growing, international team of over 50. Our organisation thrives on a deep‑seeded passion for technology and its incredible potential, with a strong commitment to the personal and professional development of each team member.

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

About the Role

You will own and evolve our scaled success motion across the mid‑market / SMB segments, focusing on lifecycle automation, digital engagement, and selective high‑leverage touchpoints. You will be pivotal in customer retention, adoption, growth and driving efficiency through scalable processes and automation.

Responsibilities

Customer engagement: Manage post‑sale activities & own retention for Colossyan’s mid‑market & SMB customers.

Scaled CS Programs: Lead webinars, office hours, QBRs and create in‑app guides and product support materials.

Lifecycle Automation: Manage and improve existing automated onboarding, adoption, renewal, and expansion campaigns (via Planhat).

Churn Risk Management: Identify and act upon behavioural and usage‑based alerts to mitigate churn.

Tooling & Systems: Maintain Planhat workflows, health scores, and reporting accuracy.

Collaboration & Growth: Work with sales to create and close expansion opportunities.

Success Metrics

• Gross dollar retention
• Expansion pipeline creation & wins
• Adoption & usage metrics
• Reduced manual CS touch time
• Retention health scoring accuracy

Ideal Background

• 1+ years in Customer Success, CS Ops or Scaled Success within the SaaS industry.
• Experience managing a large customer portfolio (>100 accounts).
• Hands‑on with Planhat (preferred), Gainsight, Totango, Hubspot or other customer data tools.
• Track record of launching automated customer success motions.
• Strong commercial acumen, comfortable negotiating renewal contracts.
• Technical aptitude and ability to quickly learn and navigate software applications.

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 under‑represented and/or marginalised identities to apply. If you need any accommodations for your interview, please email [e-mail].