Customer Success Manager - Scale

About Us

At Colossyan, we are building the future of AI video; we exist to 'make knowledge transfer easy'. Our platform empowers content creators to transform text into training videos, delivering cost/time savings and enhanced results for over 2000 companies including industry leaders such as Paramount, Novartis, and Continental.

In early 2024, we raised $22million in our Series A funding round, led by Lakestar (known for partnering with Spotify and Revolut among other businesses), to help fuel our next round of sustainable growth! We're also recognized as a "Leader" on G2.

We take great pride in fostering a culture of growth within our rapidly-growing, international team of over 60. 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. Yet, we don't stop at work – we also value the importance of enjoying ourselves! Our company's offsite events are a true highlight (check out the Istanbul reel!), offering a fantastic opportunity to connect and bond with colleagues.

The Role:

We are seeking a Customer Success Manager (CSM) - Scale to join our dynamic team. In this role, you will work with a mix of mid-value and SMB accounts, focusing primarily on retention and partnering with the sales team on expansion opportunities. You’ll work closely with our Head of Customer Success and help scale efficiency of the CSM organisation by creating self serve resources and other aspects of our Digital Customer Success strategy.

Key Responsibilities:

• Lead our CSM Scale function by managing a large, global book of SMB & Mid-Market customers.


• Help define and leverage high-touch and one-to-many tactics that drive positive customer outcomes and enable users to further leverage the platform as part of their daily tech stack activities.


• Leverage a data-first approach to design and implement these user engagement strategies at-scale.


• Additionally, manage a smaller book of more strategic customers on a 1:1 basis.


• Retention and Growth: Focus on customer retention by understanding their business needs and providing solutions to ensure they achieve their goals using our platform.


• Identify opportunities for account growth and expansion, though this will be a smaller part of the role compared to retention.


• Collaborate with internal teams (sales, product, support) to ensure a seamless customer experience and resolve any issues promptly.


• Proactively identify and mitigate risks of churn by addressing customer concerns and barriers to success.

What we're looking for:

• Proven experience (ideally 2+ years) as a Customer Success Manager or similar role, preferably in a SaaS environment.


• Strong understanding of customer success metrics and strategies.


• Excellent communication and interpersonal skills, with the ability to build relationships and trust with customers.


• Strong problem-solving skills and a proactive approach to identifying and addressing customer needs.


• Familiarity with AI technology and video production tools is a plus but not essential.