Scaled Customer Success Manager

About UsAt 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.Here is an overview of what you can do with Colossyan:Create videos from text, with narration from our professional AI avatarsTurn documents, presentations and prompts into engaging videosTranslate your video content to 80+ languages in secondsPersonalize your videos by creating a digital avatar of yourselfMake training interactive with features like branching, quizzes, and moreWe take great pride in fostering a culture of growth within our rapidly-growing, international team of over 50. Our organization thrives on a deep-seated passion for technology and its incredible potential, with a strong commitment to the personal and professional development of each team member.To learn more about our product features, visit About The RoleYou 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 automationResponsibilitiesCustomer engagement:Manage post-sale activities & own retention for Colossyan's mid-market & SMB customersScaled CS Programs:Lead webinars, office hours, QBRs and create in-app guides and product support materialsLifecycle Automation:Manage and improve existing automated onboarding, adoption, renewal, and expansion campaigns (via Planhat)Churn Risk Management:Identify and act upon behavioral and usage-based alerts to mitigate churnTooling & Systems:Maintain Planhat workflows, health scores, and reporting accuracyCollaboration & Growth:Work with sales to create and close expansion opportunitiesSuccess MetricsGross dollar retentionExpansion pipeline creation & winsAdoption & usage metricsReduced manual CS touch timeRetention health scoring accuracyIdeal Background3+ years in Customer Success, CS Ops or Scaled Success within the SaaS industryExperience managing a large customer portfolio (>100 accounts)Hands-on with Planhat (preferred), Gainsight, Totango, Hubspot or other customer data toolsTrack record of launching automated customer success motionsStrong commercial acumen, comfortable negotiating renewal contractsTechnical aptitude and ability to quickly learn and navigate software applicationsWhat 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 developmentAt 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