Scaled Customer Success Manager - London

Colossyan; City Of London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A fast-growing technology firm in London seeks a Scaled Customer Success Manager to enhance engagement with mid-market clients. The ideal candidate will have over 3 years in the customer success field and experience with tools like Planhat. You will lead initiatives aimed at customer retention and automation, contributing to overall business growth. The role offers a hybrid work environment and extensive employee benefits.

Benefits

Stock options

Remote work flexibility

Free lunch Thursdays

Wellness Wednesdays

Pet-friendly office

Birthday time off

Flexible annual leave

Private healthcare

Retirement planning

Cutting-edge AI technology

Impact on global development

Qualifications

• 3+ years in Customer Success, CS Ops or Scaled Success within the SaaS industry.
• Experience managing a large customer portfolio (>100 accounts).
• Track record of launching automated customer success motions.

Responsibilities

• Manage post-sale activities & own retention for mid-market & SMB customers.
• Lead webinars, office hours, and create product support materials.
• Improve automated onboarding, renewal, and expansion campaigns.

Skills

Customer Success

CS Operations

Commercial acumen

Technical aptitude

Tools

Planhat

Gainsight

HubSpot

Job description

Customer Success · London · Hybrid

Scaled Customer Success Manager – London

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.

What You Can Do With Colossyan

• Create videos from text, with narration from 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

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‑leveraged 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

• 3+ 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!

Diversity & Inclusion

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].