Customer Success Manager

Department: Customer Success · Location: London · Remote status: Hybrid (three days a week in our central London office) · Reports to: Head of Customer Success

About Us

At Colossyan, we help modern teams create, manage, and scale training and enablement content with AI.

Leading organisations such as Paramount, Ericsson, Continental AG, Cisco, Johnson & Johnson, and UPS use Colossyan to transform knowledge into engaging, scalable training and enablement experiences. By combining AI-powered video and authoring with intuitive design, teams can turn existing knowledge into structured, interactive content and deliver it across global organisations efficiently. To date, more than 1 million videos have been created using Colossyan, and we’ve been recognised as a G2 Leader across multiple product categories.

We’re also proud to have received the Red Dot Design Award for product design.

Colossyan enables teams to:

- Transform documents, presentations, and prompts into structured training content

- Create AI-powered learning experiences with avatars, narration, and visual storytelling

- Build interactive training programs with modules, media and assessments to drive engagement

- Translate and localise training into 100+ languages instantly

- Keep knowledge up to date by quickly editing and maintaining training content as information evolves

- Measure effectiveness with analytics and insights

Behind the product is a fast-growing, international team of 70+ people united by a passion for technology and its potential to help organisations scale knowledge more effectively. We foster a culture of collaboration, curiosity, and continuous learning, and we’re committed to supporting the personal and professional growth of every team member.

Our mission is to democratise organisational knowledge and make it easy for teams to create, update, and scale training and enablement across the entire company.

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

Why this role exists

Alongside our largest enterprise accounts, Colossyan has hundreds of mid-market and SMB customers who deserve a great experience with dedicated support. We're building a scaled success motion for them: lifecycle automation, digital engagement and well-chosen human touchpoints. You'll own a book of these customers, be the face of Colossyan to them, and help a small team cover many accounts well. You'll report to the Head of Customer Success and work closely with Sales, Product and Marketing.

What you will own

- Your book. 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.
- Scaled programmes. Run webinars, office hours and group business reviews, and create in-app guides, templates and support materials that help customers succeed at scale.
- Lifecycle automation. Build and improve automated onboarding, adoption, renewal and expansion campaigns in our AI-native customer success platform, so the right customer gets the right nudge at the right time.
- Churn risk. Spot usage and behavioural signals early, run save plays, and escalate the accounts that need senior attention before renewal is at risk.
- Tooling and data. Keep health scores, workflows and reporting accurate; be the team's power user of our customer success platform.
- Expansion. Identify and qualify growth inside your accounts (seats, new teams, and new products such as Learn, Cora and our knowledge-transfer agent) and work with Sales to close it.

How success is measured

- Gross revenue retention and renewal rate on your book.
- Expansion pipeline created and won.
- Adoption and usage across your customers.
- Accuracy of health scores and forecasts.
- Manual touch time reduced through automation and scaled programmes.

Who you are

Must haves

- 2 to 3+ years in Customer Success, CS Operations 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 (for example Planhat, Gainsight, Totango or HubSpot) and quick to learn new tools.
- Data-literate: you read usage data, maintain health scores and build simple reports without being asked.
- A clear writer and confident presenter, comfortable running a webinar or office hours.
- Organised and self-directed: you can run a large book without dropping the small things.
- Based in London and happy to be in the office three days a week.

Nice to have

- Experience at a seed, Series A or Series B startup.
- A track record of launching automated or digital-led customer success motions.
- Experience 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.

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 and breakfast Tuesdays: Build team connections over complimentary weekly breakfast and lunches.
- 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 marginalised identities to apply. If you need any accommodations for your interview, please email [email protected]