At a Glance
- Tasks: Manage customer relationships and ensure their success with our innovative AI training platform.
- Company: Join Colossyan, a cutting-edge AI startup transforming corporate training.
- Benefits: Enjoy stock options, flexible remote work, wellness sessions, and generous annual leave.
- Other info: Be part of a diverse team committed to innovation and inclusion.
- Why this job: Make a real impact in a fast-growing company while working with advanced AI technology.
- Qualifications: 2-3 years in Customer Success at a B2B SaaS company and strong data skills.
The predicted salary is between 45000 - 55000 £ per year.
Customer Success Manager @ Colossyan
Customer Success Manager Job details: Full-time, Hybrid, Greater London, United Kingdom.
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 Someone books a studio or opens a legacy authoring tool, spends six weeks building a course, and it is out of date by the quarter after it ships.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: 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 marginalized identities to apply. If you need any accommodations for your interview, please email.
Customer Success Customer Success Manager London · Hybrid employer: Deel
Deel is an exceptional employer that champions a dynamic and inclusive work culture, offering remote engineers the opportunity to thrive in a globally distributed team of 7,000 professionals across 100 countries. With a strong focus on employee growth, competitive compensation, and unique benefits such as stock grants and flexible work arrangements, Deel empowers its workforce to make a meaningful impact while enjoying the freedom of remote work. Join us in transforming global talent connections and experience a workplace that values innovation and diversity.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Customer Success Manager London · Hybrid
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Deel. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Deel before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Customer Success Manager London · Hybrid
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Deel:Your cover letter is your chance to shine! Tell us why you want to work at Deel specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Deel!
How to prepare for a job interview at Deel
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
