Senior Customer Success Manager

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.

Turtl is the world’s first revenue-content platform designed to turn content into dollars. We help B2B marketers close the revenue gap by creating, personalizing, and analyzing content that drives measurable pipeline and revenue impact.

With AI-powered personalization, intent data, and deep performance insights, Turtl equips businesses with the tools to maximize content ROI, enhance audience engagement, and scale marketing success.

Our platform is built for agility, enabling teams to quickly produce high-performing content without design or coding expertise. We go beyond vanity metrics—Turtl uncovers hidden revenue insights, helping businesses understand which content truly moves the needle.

Turtl is trusted by global brands like Cisco, Lexus, and Kantar to accelerate growth, increase conversion rates, and optimize content performance. If you’re ready to join a fast-growing, cutting-edge company at the forefront of content-driven revenue innovation,we’d love to hear from you!

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 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, Planhat, 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, 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.