Head of Customer Success

Colossyan; Greater London; Hybrid; GBP 120,000 - 170,000; 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 seeking a Head of Customer Success to own retention, expansion, and the customer experience for global enterprises. This player-coach role entails hands-on work with strategic accounts (about 70%) and building the CS team (about 30%), including renewals, expansions, and governance of the CS platform.

You will lead health scoring, forecasting, and executive-level reporting, while ensuring alignment with Product and Marketing. Based in London, you’ll be in the office three days weekly.

Qualifications

• 7+ years in Customer Success or post-sales at a B2B SaaS company.
• Experience leading a team or function as a player-coach.
• Track record of improving retention and driving expansion on enterprise accounts.
• Comfortable owning a number and renewals end-to-end.
• Data-led with ability to forecast and build health scores.
• Strong communication skills with executives and teams.
• Based in London, able to work three days a week in the office.

Responsibilities

• Own gross and net revenue retention across the customer base.
• Lead and coach the Customer Success team; hire and scale.
• Build plays for expansion with Sales and product feedback to Marketing.
• Own health scoring, risk flags, forecasting, and weekly executive reporting.
• Serve as Voice of the Customer to Product and Marketing.

Skills

Customer Success

Leadership

Retention & Expansion

Data-driven

Executive communication

AI-enabled

London based

Tools

Customer Success platform

Job description

Head of Customer SuccessMost 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 Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships.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 existsOur customers are global enterprises, and the next phase of our growth comes as much from keeping and growing them as from winning new logos. We're looking for a Head of Customer Success to own that outcome: retention, expansion and the customer experience behind both. This is a player-coach role. Roughly 70% of your time is hands-on with our most strategic accounts; roughly 30% is building and leading the team. If you want to run the function and still be the person in the renewal call, this is for you.## What you will own* **Retention.** Own gross and net revenue retention across the customer base. Carry a book of our most strategic enterprise accounts yourself, run their renewals and expansions, and set the standard for how every account is managed.* **Playbooks.*** **Expansion.** Build the CS-sourced expansion motion with Sales: seats, new teams and new products inside existing customers, with clear triggers, plays and hand-offs.* **Operating system.** Be the business owner of our AI-native customer success platform: health scoring, risk and expansion signals, forecasting, and a weekly view of the book for the executive team.* **Team.** Lead and coach Customer Success Managers, hire another for the team, and design how our next stage of Enterprise growth is covered, from high-touch enterprise accounts to a digital-led long tail.* **Voice of the customer.** Bring what customers need back to Product and Marketing, and turn customer outcomes into stories the whole company can use.## Who you are**Must haves*** 7+ years in Customer Success or post-sales at a B2B SaaS company, including time leading a team or running a function as a player-coach.* Experience at a seed, Series A or Series B startup: you have built or scaled a CS function with limited resources and know what good looks like at this stage.* A track record of improving retention and driving expansion on enterprise accounts, with the renewals, negotiations and executive relationships to show for it.* Hands-on and commercial: comfortable owning a number, running a difficult renewal yourself and writing the playbook afterwards.* Data-led and AI-enabled: you build health scores and forecasts you'd defend to a board, and you use a modern CS platform as an operating system, not a reporting tool.* A clear, direct communicator who can present to executives, customers and the team.* Driven and diligent, with a strong attention to detail: this is a critical role, with potential to grow into a senior leadership role in the company.* Based in London and happy to be in the office three days a week.**Nice to have*** Experience selling to or 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.* Experience adopting AI native customer success platform.## 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].**Department:** Customer Success · **Location:** London · **Remote status:** Hybrid (three days a week in our central London office) · **Reports to:** VP of OperationsAI disclaimerThis application process may use AI-enabled systems to support candidate evaluation based on factors such as experience, technical skills, and qualifications. All processing is carried out in accordance with applicable data protection, AI governance, and labour laws. Human oversight is maintained at all stages, and final hiring decisions are made by people. Personal data submitted as part of this application is not used to train AI models.