Head of Customer Success

About the role

Colossyan helps teams create, manage and scale training and enablement content with AI, and is looking for a Head of Customer Success in London. The role owns retention, expansion and the customer experience behind both, and is played out as a player-coach: about 70% of the time is spent hands-on with the most strategic accounts, 30% building and leading the team. It is based in London and requires being in the office three days a week.

Key responsibilities

• Own gross and net revenue retention across the customer base, carry the book of strategic enterprise accounts, run renewals and expansions and set the standard for account management.
• Design and run retention playbooks covering the renewal cycle, early-warning signals, executive sponsorship and value proof through ROI stories.
• Build the CS-sourced expansion motion with Sales on seats, new teams and new products inside existing customers, with clear triggers, plays and hand-offs.
• Be the business owner of the AI-native customer success platform: health scoring, risk and expansion signals, forecasting and a weekly view of the book for the executive team.
• Lead and coach Customer Success Managers, hire another for the team and design how Enterprise growth is covered, from high-touch accounts to a digital-led long tail.
• Bring customer needs back to Product and Marketing and turn customer outcomes into stories the company can use.

Required profile

• 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, having built or scaled a CS function with limited resources.
• Track record of improving retention and driving expansion on enterprise accounts, with renewals, negotiations and executive relationships to show for it.
• Comfortable owning a number, running a difficult renewal and writing the playbook afterwards.
• Clear, direct communicator able to present to executives, customers and the team.
• Based in London and happy to be in the office three days a week.

Nice to have

• Serving L&D, HR or enablement buyers.
• Experience with AI products or helping customers adopt new product lines.
• Partner- or reseller-sourced customers.
• Experience with an AI-native customer success platform.

What we offer

• Stock options and 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.
• A centrally located, pet-friendly office.