Customer Success Manager Jobs in the UK (No ghost jobs, direct from employers)

Summary

Colossyan Inc. is seeking a Customer Success Manager to manage a portfolio of mid-market and SMB customers, ensuring retention, adoption, and customer health. The role involves lifecycle automation, scaled customer success programs, and collaboration with Sales, Product, and Marketing teams in a fast-growing AI-driven startup.

Responsibilities (What you'll do)

• Own retention, adoption, and customer health for a portfolio of mid-market and SMB customers, including onboarding, regular check-ins, renewals, and day-to-day relationship management.
• Run webinars, office hours, group business reviews, and create in-app guides, templates, and support materials to help customers succeed at scale.
• Build and improve automated onboarding, adoption, renewal, and expansion campaigns using the AI-native customer success platform.
• Identify early churn risk by monitoring usage and behavioral signals, execute save plays, and escalate accounts needing senior attention before renewal risk.
• Maintain accurate health scores, workflows, and reporting; act as the power user of the customer success platform.
• Identify and qualify growth opportunities within accounts, including seats, new teams, and new products, and collaborate with Sales to close expansions.
• Reduce manual touch time through automation and scaled programs.
• Report to the Head of Customer Success and work closely with Sales, Product, and Marketing teams.

Qualifications (What skills you have to have)

• 2 to 3+ years of experience in Customer Success, Customer Success Operations, or scaled/digital success at a B2B SaaS company.
• Experience managing a large customer portfolio (60+ accounts) and prioritizing by risk and value.
• Comfortable with renewal conversations, pricing, contracts, and simple negotiations.
• Hands-on experience with customer success platforms or CRMs such as Planhat, Gainsight, Totango, or HubSpot, and ability to quickly learn new tools.
• Data-literate with the ability to read usage data, maintain health scores, and build simple reports independently.
• Strong written and verbal communication skills, confident in running webinars and office hours.
• Organized and self-directed, capable of managing a large book without missing details.
• Based in London and willing to work in the office three days a week.
• Preferred: Experience at seed, Series A or Series B startups, launching automated or digital-led customer success motions, serving L&D, HR or enablement buyers, working with AI products, or managing partner- or reseller-sourced customers.

Benefits

• Stock options to promote ownership and motivation.
• One full week of remote work per quarter for flexibility.
• Free lunch Thursdays for team connection, available to both in-office and remote employees.
• Monthly expert-led wellness sessions including meditation and yoga.
• Centrally located, pet-friendly office designed for comfort and collaboration.
• Additional paid birthday day off if it falls on a weekday, separate from regular vacation.
• 25 days of annual leave with the option to convert 8 bank holidays into working days, increasing leave up to 33 days.
• Private healthcare through Bupa, including talk therapy and physiotherapy.
• Matched salary sacrifice pension plan with Smart Pension.
• Opportunity to work with cutting-edge AI technology and have immediate impact in a rapidly expanding Series A startup.