Vice President of Customer Success

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

Reporting into the CEO, the VP of Customer Success will be a proven leader with a track record of designing, managing and scaling SaaS Customer Success organizations. This role will develop and lead a knowledgeable, and proactive customer-facing team. It will drive a results-oriented culture by ensuring that key building blocks of the function are well designed, implemented, fit for purpose (both individually and as a whole) and properly reported on – including elements such as the customer journey, touchpoints and activities, and customer health reporting. The role will advocate continually for the interests of the customer both within the Customer Success function and across the wider business – particularly in product and marketing. As a result, it will initiate and drive cross functional projects wherever necessary to drive improvements for the benefit of our customers.

WHAT YOU’LL DO

• Craft and own a bold, strategically-aligned vision for how we deliver value to customers in our CS function – from onboarding to renewal and expansion.
• Co-design the right CS operating model – grounded in customer needs, our value proposition, product capabilities, and ROI proof-points.
• Codify this operating model with clear role definitions, workflows, activities, performance expectations, and service levels.
• Ensure a seamless transition from our current operating model to your new one – we need to build the CS plane while we fly it.
• Design tailored engagement strategies based on customer segment and lifecycle stage.
• Work closely with strategic platform partners including Demandbase and 6sense to deliver joint customer success and drive partner-influenced retention.
• Ensure human-touch elements are well designed and specified, and supported by the necessary playbooks and metrics to ensure value is delivered at every touchpoint.
• Work cross-functionally to automate elements of the customer journey not requiring a human-touch to maximize efficient value delivery.
• Partner with Product, Marketing and Sales to advocate for customer needs and support feature adoption, seamless handovers and other business objectives.
• Engage directly with customers to deepen insight and lead by example.
• Hire, retain and develop a talented team to execute against your vision and operating model – to include structured, purposeful coaching and development cadences.
• Own Health Scores, Gross Revenue Retention and Net Revenue Retention as primary KPIs.
• Be forensic in identifying best / worst performing cohorts and adjusting the operating model accordingly.
• Use your customer knowledge to contribute to overall business strategy.
• Run our Professional Services team.

WHO YOU ARE

• You have a proven track record of leading and developing high performing CS teams, including human-touch and tech-touch strategies.
• You’ve got experience in successfully leading a team through a period of transformational change and the uncertainty this can bring.
• You’re great at solving problems and naturally conceptualise pragmatic solutions to problems when they arise.
• You’ve built teams from scratch and scaled systems and processes to drive SaaS business growth from $10M to $30M+ ARR.
• You are experienced at negotiating and owning commercial targets and discussions.
• You bring a genuine point of view to customer conversations – not 'what do you want us to do?' but 'here's what I think you should do next.'
• You can work effectively with other cross-functional teams to drive customer-focused initiatives.
• You have a data driven mindset, using data and insights to guide your decision making.
• You think beyond Customer Success and are comfortable influencing broader business priorities, including growth, retention and operational strategy.
• Experience in MarTech / ABM / intent data ecosystem – Demandbase, 6sense or similar – is advantageous.

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 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.