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 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
• Strong relationship builder who has a natural ability to positively influence, bring people together with a high level of positivity
• Excellent organisational and time management skills
• Excellent verbal and written communication skills for both customer and executive audiences
• 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 solution finder.

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 is 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 to ensure a comfortable candidate experience.

This role is being managed exclusively by the Satra Group, who will be overseeing all applications and managing the recruitment process on our behalf.