Head of Customer Success

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

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 Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships.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

Our customers are global enterprises, and the next phase of our growth comes as much from keeping and growing them as from winning new logos. We're looking for a Head of Customer Success to own that outcome: retention, expansion and the customer experience behind both. This is a player-coach role. Roughly 70% of your time is hands-on with our most strategic accounts; roughly 30% is building and leading the team. If you want to run the function and still be the person in the renewal call, this is for you.

What you will own

• Retention. Own gross and net revenue retention across the customer base. Carry a book of our most strategic enterprise accounts yourself, run their renewals and expansions, and set the standard for how every account is managed.

• Playbooks. Design and run the retention playbooks: the renewal cycle, early-warning signals (adoption, champion change, procurement, competition), executive sponsorship, and value proof through ROI stories and our newer products (Learn, Cora and our knowledge-transfer agent).

• Expansion. Build the CS-sourced expansion motion with Sales: seats, new teams and new products inside existing customers, with clear triggers, plays and hand-offs.

• Operating system. Be the business owner of our AI-native customer success platform: health scoring, risk and expansion signals, forecasting, and a weekly view of the book for the executive team.

• Team. Lead and coach Customer Success Managers, hire another for the team, and design how our next stage of Enterprise growth is covered, from high-touch enterprise accounts to a digital-led long tail.

• Voice of the customer. Bring what customers need back to Product and Marketing, and turn customer outcomes into stories the whole company can use.

Who you are

Must haves

• 7+ years in Customer Success or post-sales at a B2B SaaS company, including time leading a team or running a function as a player-coach.

• Experience at a seed, Series A or Series B startup: you have built or scaled a CS function with limited resources and know what good looks like at this stage.

• A track record of improving retention and driving expansion on enterprise accounts, with the renewals, negotiations and executive relationships to show for it.

• Hands-on and commercial: comfortable owning a number, running a difficult renewal yourself and writing the playbook afterwards.

• Data-led and AI-enabled: you build health scores and forecasts you'd defend to a board, and you use a modern CS platform as an operating system, not a reporting tool.

• A clear, direct communicator who can present to executives, customers and the team.

• Driven and diligent, with a strong attention to detail: this is a critical role, with potential to grow into a senior leadership role in the company.

• Based in London and happy to be in the office three days a week.

Nice to have

• Experience selling to or serving L&D, HR or enablement buyers.

• Experience with AI products,