Head of Customer Success

About Us

At Colossyan, we help modern teams create, manage, and scale training and enablement content with AI.

Leading organisations such as Paramount, Ericsson, Continental AG, Cisco, Johnson & Johnson, and UPS use Colossyan to transform knowledge into engaging, scalable training and enablement experiences. By combining AI-powered video and authoring with intuitive design, teams can turn existing knowledge into structured, interactive content and deliver it across global organisations efficiently. To date, more than 1 million videos have been created using Colossyan, and we’ve been recognised as a G2 Leader across multiple product categories.

We’re also proud to have received the Red Dot Design Award for product design.

Colossyan enables teams to:

- Transform documents, presentations, and prompts into structured training content

- Create AI-powered learning experiences with avatars, narration, and visual storytelling

- Build interactive training programs with modules, media and assessments to drive engagement

- Translate and localise training into 100+ languages instantly

- Keep knowledge up to date by quickly editing and maintaining training content as information evolves

- Measure effectiveness with analytics and insights

Behind the product is a fast-growing, international team of 70+ people united by a passion for technology and its potential to help organisations scale knowledge more effectively. We foster a culture of collaboration, curiosity, and continuous learning, and we’re committed to supporting the personal and professional growth of every team member.

Our mission is to democratise organisational knowledge and make it easy for teams to create, update, and scale training and enablement across the entire company.

To learn more about our product features, visit colossyan.com.

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, or with helping customers adopt new product lines.

• Experience with partner- or reseller-sourced customers.

• Experience adopting AI native customer success platform.
  

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 and breakfast Tuesdays: Build team connections over complimentary weekly breakfast and lunches.
  

• 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. If you need any accommodations for your interview, please email recruitment@colossyan.com