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.

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