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 100+ team members. So if you’re ready to embrace a new challenge, now is the perfect time to join our dynamic team.

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 Customer Success Manager you will be responsible for managing a set of key accounts in a high touch treatment model 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. Any 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 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
• Utilises data to drive segmentation campaigns to increase adoption and product stickiness metrics
• Builds a strong evidence base of NPS responses across the account set
• Actively listens and asks questions of the customer to communicate with intent, precision and persuasion
• 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
• 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, in particular 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 solution finder.

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, allowing you to split your time between home and our 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.