Job Description
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.
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
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.
Central to success here will be leading the team (and business) on the transition from a relationship-driven to value-driven Customer Success approach.
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
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
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 transformation 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 $5M to $10M+ ARR
You are experienced at negotiating and owning commercial targets and discussions
Deeply passionate about customers and products, with a customer-centric mindset and a strong instinct for translating customer needs into actionable product insights and success motions
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
Familiarity with marketing technology (MarTech) 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 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.
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Job Tags
Holiday work, Home office, Flexible hours,