Scaled Customer Success Manager — Mid‑Market & SMB

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

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.