Customer Success Manager, SMB

Turtl Surf & Immerse Limited; City of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A dynamic software company in London is seeking a Customer Success Manager to oversee a portfolio of client accounts. The ideal candidate will be responsible for ensuring customer satisfaction and retention, employing a mix of human-led and automated engagement. This role requires strong relationship-building skills, a customer-centric approach, and proficiency with various Customer Success tools. Competitive salary and flexible hybrid work model offered.

Benefits

Competitive base salary

Share options

Generous holiday allowance

Private medical insurance

Pension scheme

Qualifications

• Experience with Customer Success tools and software.
• Proven track record in managing customer accounts.
• Strong interpersonal skills and a customer-centric mindset.

Responsibilities

• Manage customer accounts ensuring value delivery and retention.
• Build relationships with customer champions and stakeholders.
• Identify risks and opportunities within the customer lifecycle.

Skills

Customer Success

Relationship building

Problem solving

Time management

Communication skills

Tools

HubSpot

Planhat

Notion

Google Suite

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 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 Customer Success Manager you will be responsible for managing a pool of accounts on a one‑to‑many treatment model and be responsible for the entire lifecycle for their journey with Turtl, showing ongoing value from onboarding through to successful renewal. The role also includes identifying upsell opportunities and seeing them through to completion. The SMB CS team works to not only build and strengthen the health of the customer base of these pooled accounts but also sits as a function within the wider Customer Success team that works to higher‑touch motions. There is close integration and collaboration between these teams across meetings, process and protocol.

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, incorporating renewal and upsell and related reporting. Escalate risks in a timely manner where necessary.
• Involved in the set‑up, execution and ongoing monitoring of customer Tech‑Touch journeys. Experience in leveraging digital touchpoints is advantageous.
• Identification of risk and opportunities to be reported and managed according to a set of standardised processes and procedures.
• Drive and develop relationships with customer champions and stakeholders through a mix of digital engagement and pre‑defined and ad‑hoc human touchpoints including Value reviews.
• Contributes ideas to drive engagement with customers (users and stakeholders).
• 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 uncover issues early and take action to resolve as quickly as possible.
• Support and champion the company values, displaying these at all times possible.

WHO YOU ARE

• You are passionate about Customer Success and the use of technology to support CS activities throughout the customer lifecycle.
• Possess experience with different types of CS tools and software (we use HubSpot, Planhat, Notion, Google Suite).
• Proven experience as a dependable, reliable and driven CSM who gets results by using initiative, creative problem solving and strong interpersonal skills.
• You have a customer‑centric mindset with a passion for delivering exceptional service.
• Strong relationship builder who has a natural ability to positively influence clients and colleagues alike.
• Excellent organisational, time management and communication skills.
• Proven track record of taking ownership and successfully delivering results in a fast‑paced, dynamic environment.
• Positive, solution‑focused mentality and desire to collaborate with others; team‑oriented, and comfortable managing cross‑functional projects.

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, typically with one day a week in the office and the rest working from home.

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.

Seniority level

• Associate

Employment type

• Full‑time

Job function

• Customer Service, Information Technology, and Marketing

Industries

• Software Development, Technology, Information and Media, and Marketing Services