Senior Customer Success Manager

We’re Turtl, the world’s first Revenue Content™ platform. Founded in 2015, we’re trusted by hundreds of global brands like Cisco, EY, and Deloitte. From bootstrapped beginnings to angel backing, we secured Series A funding from Octopus Ventures in 2021.

‘ What's Revenue Content™?’ we hear you ask. It’s content that doesn’t just look good; it delivers real business growth. For too long, marketers have poured money into content but struggled to prove its payoff. That’s the revenue gap – where dollars go in but results don’t come out.

Turtl closes that gap, turning content into a serious pipeline and revenue player. With Turtl, businesses invest in content with confidence, assured their effort drives real commercial returns.

But we’re not just here to help businesses grow. We’re passionate about helping our people grow too.

We now have 440+ customers and 80+ team members. So if you’re ready to embrace a new challenge, now is the perfect time to join our dynamic team.

LONDON

Our London office is based at Co-Work Borough, just a short walk from London Bridge. We operate a part-time office model, with access on Mondays and Wednesdays, and encourage our teams to come in at least once a week to connect and collaborate in person. The space offers a modern, open-plan environment ideal for cross-functional collaboration. It’s used by a variety of teams including Marketing, Customer Success, Sales, Account Management, Finance, Legal, and People. With great local coffee shops, food markets, and excellent transport links, it’s a vibrant base for our London team.

THE ROLE

As a Senior Customer Success Manager you will be responsible for managing a set of high ARR accounts and be responsible for the entire lifecycle for their journey with Turtl, from onboarding through to the renewal. The role also includes identifying upsell opportunities and seeing them through to completion. Cross sell in your accounts will be identified by you and then handed to Sales.

WHAT YOU’LL DO

• Full lifecycle management of a set of key customer accounts.
• Identification of risk and opportunities, to be reported and managed according to a set of standardised processes and procedures.
• Drives and develops relationships with customer champions and stakeholders and internally facilitates relationship building with senior Turtl members (for tighter and more effective stakeholder management).
• Consistently frame solutions and impact at the senior stakeholder level to build and nurture the customer relationship.
• Bring impact to the wider team through positive and regular contribution of ideas and an open and collaborative working style.
• Asks detailed, challenging questions to uncover underlying needs and value.
• As a results driven contributor, you’ll be observant in uncovering issues early and take action to resolve as quickly as possible, with a clear, concise and professional approach to communicate to management where issues will impact retention.
• You will carry goals and ensure you stay on track for delivery, communicating progress to management on a regular basis and identifying any early signs of falling behind.
• Support and champion the company value driven competencies, displaying these at all times possible.
• Has impact on the immediate customer team by leading projects and is seen as a go-to resource for best practice and knowledge.
• Ensure the health of your customer accounts are at all times in the best possible shape they can be in, taking all available resources available (including tech touch resources) to provide an excellent customer experience.

WHO YOU ARE

• You are passionate about Customer Success and the use of technology to support CS activities throughout the customer lifecycle.
• Experience with CS tools and software (e.g. HubSpot, Vitally, Google Suite).
• Proven experience as a dependable, reliable and driven CSM who gets results by using initiative, creative problem solving and strong interpersonal skills.

WHAT WE OFFER

We offer a competitive base salary, share options within Turtl, and a generous holiday allowance of up to 25 days per year (plus bank holidays) with an extra day off for your birthday. Our benefits include private medical insurance, group income protection, life assurance, and enrollment in our workplace pension scheme. You'll also have access to our holiday trading scheme, Benefithub, Pluxee for gym discounts and wellness perks, and a range of additional savings and benefits. At Turtl, we embrace a flexible hybrid working approach, typically with one day a week in the office and the rest working from home.

EQUAL OPPORTUNITIES STATEMENT

Turtl is an equal opportunity employer and are committed to growing a diverse workforce that represents all people regardless of race, ethnicity, religion, age, gender identity or expression, sexual orientation, disability or neurodiversity. We encourage applications from all backgrounds and will make any recruitment or interview adjustments that will ensure a comfortable candidate experience.