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- Tasks: Engage customers and drive success through innovative AI video solutions.
- Company: Join Colossyan, a leader in AI video technology with a vibrant team culture.
- Benefits: Enjoy stock options, remote work, wellness sessions, and flexible leave.
- Why this job: Make a real impact in a fast-growing startup while working with cutting-edge AI tech.
- Qualifications: 1+ years in Customer Success or SaaS, with strong negotiation and technical skills.
- Other info: Diverse and inclusive workplace committed to personal and professional growth.
The predicted salary is between 28800 - 48000 ÂŁ per year.
At Colossyan, we are helping modern teams scale training with AI video. Top companies like Novartis, Paramount, Continental, and WSP use Colossyan to create engaging video content from text and documents, with significant time and cost savings compared to traditional video production. Nearly 1 million videos have been created using Colossyan, and we’ve been recognised as a G2 Leader in multiple product categories.
We take great pride in fostering a culture of growth within our rapidly-growing, international team of over 50. Our organization thrives on a deep‑seeded passion for technology and its incredible potential, with a strong commitment to the personal and professional development of each team member.
About The Role: You will own and evolve our scaled success motion across the mid‑market / SMB segments, focusing on lifecycle automation, digital engagement, and selective high‑leverage touchpoints. You will be pivotal in customer retention, adoption, growth and driving efficiency through scalable processes and automation.
Responsibilities:
- Customer engagement: Manage post‑sale activities & own retention for Colossyan’s mid‑market & SMB customers
- Scaled CS Programs: Lead webinars, office hours, QBRs and create in‑app guides and product support materials
- Lifecycle Automation: Manage and improve existing automated onboarding, adoption, renewal, and expansion campaigns (via Planhat)
- Churn Risk Management: Identify and act upon behavioural and usage‑based alerts to mitigate churn
- Tooling & Systems: Maintain Planhat workflows, health scores, and reporting accuracy
- Collaboration & Growth: Work with sales to create and close expansion opportunities
Success Metrics:
- Gross dollar retention
- Expansion pipeline creation & wins
- Adoption & usage metrics
- Reduced manual CS touch time
- Retention health scoring accuracy
Ideal Background:
- 1+ years in Customer Success, CS Ops or Scaled Success within the SaaS industry
- Experience managing a large customer portfolio (>100 accounts)
- Hands‑on with Planhat (preferred), Gainsight, Totango, Hubspot or other customer data tools
- Track record of launching automated customer success motions
- Strong commercial acumen, comfortable negotiating renewal contracts
- Technical aptitude and ability to quickly learn and navigate software applications
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: Build team connections over complimentary weekly lunches, available for both in‑office and remote employees.
- Wellness Wednesdays: We know working at a startup can be mentally tough, which is why we offer monthly expert‑led sessions on meditation, yoga, and other well‑being practices.
- 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.
Customer Success Manager - London employer: Colossyan
Contact Detail:
Colossyan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager - London
✨Tip Number 1
Get to know Colossyan inside out! Familiarise yourself with our AI video tech and how it helps companies like Novartis and Paramount. This way, you can show off your knowledge during interviews and demonstrate how you can contribute to our mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the company culture and even lead to referrals, which can boost your chances of landing that Customer Success Manager role.
✨Tip Number 3
Prepare for those tricky interview questions! Think about your past experiences in Customer Success and how they relate to the responsibilities at Colossyan. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team and being part of the exciting journey at Colossyan.
We think you need these skills to ace Customer Success Manager - London
Some tips for your application 🫡
Show Your Passion for Customer Success: When writing your application, let us see your enthusiasm for customer success! Share specific examples of how you've helped customers thrive in previous roles. We love seeing candidates who genuinely care about making a difference.
Tailor Your Application: Make sure to customise your application to highlight your relevant experience in SaaS and customer success. Use keywords from the job description to show that you understand what we're looking for. This helps us see how you fit into our team!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see your skills and experiences that align with the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you're proactive and keen to join our team!
How to prepare for a job interview at Colossyan
✨Know Your Stuff
Before the interview, dive deep into Colossyan's products and services. Familiarise yourself with how AI video creation works and the benefits it brings to companies. This will not only show your genuine interest but also help you answer questions more confidently.
✨Showcase Your Customer Success Experience
Be ready to discuss your previous roles in Customer Success, especially any experience with SaaS. Highlight specific examples where you've managed customer portfolios, launched automated success motions, or improved retention rates. Use metrics to back up your achievements!
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential churn risks and how you would address them. Prepare a few examples of how you've successfully engaged customers or handled difficult situations in the past.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready. Inquire about Colossyan's future plans for customer engagement or how they measure success in their customer success programmes. This shows you're not just interested in the role, but also in the company's growth and culture.
