Customer Success Manager

About us

Most 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 Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships.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 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: