Manager, Customer Success Operations
Join Turtl as Manager, Customer Success Operations! Drive customer outcomes at scale through innovative processes and automation. Optimize tools, lead transformation, and elevate success. Apply today!
Turtl is a London-based B2B SaaS company. Founded in 2015, we have grown to 400+ customers and 100+ team members. Initially bootstrapped and later angel-funded, we completed a successful Series A round with Octopus Ventures in late 2021.
Our mission is to put performance at the heart of every online document. We do this by providing a market-leading content platform based on the psychology of how we read, backed by intuitive authoring tools, market-leading analytics and patented personalization capabilities. The documents our customers produce on our platform cover a wide range of use cases – from thought leadership to proposals and from case studies to partner comms – and have been independently proven to engage readers for up to 10x longer than the available alternatives, such as PDF.
While our history lies in serving exclusively blue-chip businesses on enterprise licenses, our future – and an accelerated growth trajectory – lies in a combination of a product-led go to market and a series of exciting, industry-leading product innovations in the field of AI and automation. These innovations have the potential to permanently change the way businesses look at content production and performance.
Turtl is squarely focused on this next exciting stage of growth, which brings with it many new opportunities and challenges. It’s a fast-paced work environment, so we’re looking for talented people who want to continuously learn and actively embrace challenges. You’ll find Turtl a straightforward and open place to work, where colleagues can be relied on to help.
If you’re ready to take on a new challenge, then it’s a great time to be joining the team!
LONDON
Our London office is located within WeWork, Spitalfields, a unique coworking space in the heart of East London's tech hub. With an open-plan space, ideal for collaborative working and networking, this is home to a broad range of teams including Marketing, Customer Success, Sales, Finance, Legal and People teams. We have on-site cafe, rooftop terrace/bar, weekly wellness and cultural events, as well as fully stocked kitchens within the building.
THE ROLE
As Manager, Customer Success Operations, you will be responsible for enabling the team to drive outcomes at scale, delivering an end-to-end customer journey utilising a one to many and just in time approach to respond to customer needs.
WHAT YOU’LL DO
- Design and launch processes, workflows and automations that drive internal efficiencies, uplevel the effectiveness of our Customer Success Management team, and deliver greater value to our customers.
- Automation of customer engagements to deliver a world-class tech-touch approach to our customer base through email, in-product guides, webinars, knowledge centers and more.
- Refine and implement governance and operating processes to ensure Customer Success operates as a well-oiled machine.
- Manage our suite of CSM tools to ensure ongoing administration and optimisation for the benefit of our customer adoption and engagement.
- Analyse data and uncover insight for mitigating risk or celebrating successful customer outcomes.
- Develop a deep knowledge of the Customer Success tech stack to drive scale and ongoing improvements.
- Work closely with the Customer Success Operations Manager and Customer Success Management team to proactively and regularly identify challenges that require operational solutions.
- Build mutually beneficial working relationships across the business. Proactively keep key stakeholders involved and updated on project and program progress.
- Manage expectations and decision points with an aim to deliver seamless change management.
- Identify and advocate for Customer Success requirements. Collaborate cross-functionally to design and implement solutions.
- Provide regular operational support to the Customer Success Team via reporting, process, and tool usage guidance to resolve day to day challenges.
- Manage a project backlog, prioritise the activities that will benefit the team the most with a clear path to delivery.
- You are passionate about Customer Success and the use of technology to support CS activities throughout the customer lifecycle.
- You are a dynamic leader with over 5 years of experience, skilled at coaching, mentoring, and inspiring teams to achieve their best potential. Your management expertise drives both individual and collective success, fostering a high-performance environment.
- Experience with CS tools and software (e.g. HubSpot, Vitally, Google Suite, Intercom).
- Proven experience and expertise in delivering successful one to many tech touch onboarding and adoption programmes that have seen 20% or more improvement in engagement with end users, time to value (TTV) decrease by more than 50% and adoption rates impacting health scores specifically, improving by more than 10%
- Results driven project management leader.
- Strong stakeholder management and relationship building skills across different teams.
- Excellent verbal and written communication skills for both customer and executive audiences, in particular previous influential customer marketing messaging.
- Proven track record of taking ownership and successfully delivering results in a fast-paced, dynamic environment.
- Positive mentality and desire to collaborate with others, are team-oriented, and comfortable managing cross-functional projects.
- You have a customer-centric mindset with a passion for delivering exceptional service.
- You are a big picture thinker and creative problem solver.
WHAT WE OFFER
We offer a competitive base salary, share options within Turtl, plus up to 25 days of holidays (plus bank holidays), as well as a birthday day off. Funded by Turtl, you’ll be enrolled in our workplace pension, life assurance and BenefitHub schemes. We offer our employees a flexible approach to hybrid working where they can split their time between working from home and the office.
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.
- Department
- Customer Success
- Locations
- London HQ
- Remote status
- Hybrid Remote
- Employment type
- Full-time
About Turtl
Turtl is an exciting software company serving over 440 customers worldwide. Joining Turtl means becoming part of a fast-paced, innovative tech environment, where you'll collaborate with talented and passionate professionals who love what they do.
Manager, Customer Success Operations
Join Turtl as Manager, Customer Success Operations! Drive customer outcomes at scale through innovative processes and automation. Optimize tools, lead transformation, and elevate success. Apply today!
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