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Customer Success Manager, SMB

role at

Turtl

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 is Revenue Content? It’s content that delivers real business growth. Turtl closes the revenue gap by turning content into a serious pipeline and revenue driver. We help businesses invest in content with confidence, knowing it drives commercial returns.

We’re committed to helping our people grow as well as our customers. We now have 440+ customers and 100+ team members. If you’re ready for a new challenge, join our dynamic team.

LONDON

Our London office is based at Co-Work Borough, near London Bridge. We operate a part-time office model, with access on Mondays and Wednesdays, and encourage teams to come in at least once a week to connect in person. The space supports cross-functional collaboration with teams including Marketing, Customer Success, Sales, Account Management, Finance, Legal, and People.

The RoleAs a

Customer Success Manager , you will be responsible for managing a pool of accounts on a one-to-many model and overseeing the entire lifecycle of their journey with Turtl, delivering ongoing value from onboarding through to renewal. The role includes identifying upsell opportunities and guiding them to completion. The SMB CS team focuses on building and maintaining the health of the customer base while working within the wider Customer Success team for higher-touch motions. There is close integration and collaboration across teams in meetings, processes, and protocols.

What You’ll Do

Full lifecycle management of a set of customer accounts, ensuring adoption, ongoing value delivery and retention through a mix of human-led and automated engagement.

Commercial and relationship accountability for a defined customer base, including renewal and upsell, with related reporting. Escalate risks in a timely manner where necessary.

Set up, execution and ongoing monitoring of customer Tech-Touch journeys. Experience with digital touchpoints is advantageous.

Identify risks and opportunities to be reported and managed according to standardized processes and procedures.

Develop relationships with customer champions and stakeholders through a mix of digital engagement and predefined/ad-hoc human touchpoints, including Value reviews.

Contribute ideas to drive engagement with customers (users and stakeholders).

Bring impact to the wider team through regular, collaborative contribution of ideas and an open working style.

Ask detailed, challenging questions to uncover underlying needs and value.

As a results-driven contributor, uncover issues early and take action to resolve quickly.

Support and champion the company values at all times.

Who You Are

You are passionate about Customer Success and using technology to support CS activities throughout the customer lifecycle.

Experience with CS tools and software (we use HubSpot, Planhat, Notion, Google Suite).

Proven experience as a dependable, results-driven CSM with initiative, problem solving and strong interpersonal skills.

Customer-centric mindset with a passion for delivering exceptional service.

Strong relationship builder with the ability to positively influence clients and colleagues.

Excellent organizational, time management and communication skills.

Proven track record of ownership and delivering results in a fast-paced environment.

Positive, solution-focused, collaborative, and team-oriented, comfortable managing cross-functional projects.

What We OfferWe 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. Benefits include private medical insurance, group income protection, life assurance, and enrollment in our workplace pension scheme. You’ll also have access to holiday trading, wellness perks, and additional savings and benefits. We embrace a flexible hybrid working approach, typically with one day a week in the office and the rest working from home.

Equal Opportunities StatementTurtl 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.

Seniority levelAssociate

Employment typeFull-time

Job functionCustomer Service, Information Technology, and Marketing

IndustriesSoftware Development, Technology, Information and Media, and Marketing Services

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