Customer Success Manager

About the role

Colossyan helps teams create, manage and scale training and enablement content with AI, and is looking for a Customer Success Manager based in London on a hybrid basis (three days a week in the central London office). You will own a book of mid-market and SMB customers, act as the face of the company for them and report to the Head of Customer Success, working closely with Sales, Product and Marketing.

Key responsibilities

• Own retention, adoption and customer health for a portfolio of mid-market and SMB customers, covering onboarding, check-ins, renewals and day-to-day relationships.
• Run webinars, office hours and group business reviews, and create in-app guides, templates and support materials.
• Build and improve automated onboarding, adoption, renewal and expansion campaigns in the customer success platform.
• Spot churn risk early, run save plays and escalate at-risk accounts before renewal.
• Maintain accurate health scores, workflows and reporting, and identify growth opportunities within accounts to work with Sales on closing.

Required profile

• 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 basics of pricing, contracts and simple negotiations.
• Data-literate: reads usage data, maintains health scores and builds simple reports.
• Clear writer and confident presenter, able to run a webinar or office hours.
• Organised and self-directed, able to run a large book without missing details.
• Based in London and willing to work three days a week in the office.

Required skills

• Hands-on experience with a customer success platform or CRM (e.g. Planhat, Gainsight, Totango or HubSpot).
• Nice to have: experience at a seed, Series A or Series B startup, launching automated success motions, serving L&D, HR or enablement buyers, and experience with AI products or partner- and reseller-sourced customers.

What we offer

• Stock options.
• One full week of remote work per quarter.
• Free lunch on Thursdays and breakfast on Tuesdays.
• Private healthcare through Bupa, including talk therapy and physiotherapy.
• Matched salary sacrifice pension with Smart Pension.
• 25 days of annual leave, convertible to 33 days, plus an extra paid day off on birthdays falling on weekdays.