Senior Customer Success Manager in London

Turtl is a London-based B2B SaaS company. Founded in 2015, we have grown to 400+ customers and 100+ team members. 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. 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!

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.

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.
• 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.
• Observant in uncovering issues early and take action to resolve as quickly as possible.
• Carry goals and ensure you stay on track for delivery, communicating progress to management on a regular basis.
• Support and champion the company value driven competencies.
• Ensure the health of your customer accounts are at all times in the best possible shape.

WHO 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.
• Strong relationship builder with a natural ability to positively influence.
• 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.
• Customer-centric mindset with a passion for delivering exceptional service.
• 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, 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.