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VP of Customer Success

3 months ago

London, Greater London, United Kingdom Turtl Full time

About the Company

Turtl is a B2B SaaS company based in London. Since its establishment in 2015, the company has seen remarkable growth, currently serving over 400 customers with a team of 100+ members. After being initially self-funded and later receiving angel investments, Turtl successfully secured a Series A funding round with Octopus Ventures in late 2021.

Our primary goal at Turtl is to prioritize performance in every online document. We achieve this by offering a top-notch content platform rooted in the science of reading behavior, complemented by user-friendly authoring tools, cutting-edge analytics, and patented personalization features. Documents created by our customers on our platform cater to various needs, from thought leadership pieces to proposals, case studies, and communications with partners. These materials have been proven to engage readers significantly longer compared to traditional alternatives like PDFs.

While Turtl initially catered exclusively to large corporations through enterprise licenses, our future growth trajectory emphasizes a product-led approach to the market. We are focused on introducing innovative AI and automation solutions that have the potential to revolutionize content creation and performance assessment for businesses.

As Turtl enters this exciting phase of growth, we are faced with new opportunities and challenges. The work environment here is dynamic and fast-paced, making us seek individuals who are eager to learn continuously and embrace challenges. At Turtl, you can expect a transparent and supportive workplace where your colleagues are always ready to assist.

LONDON OFFICE

Our London office is situated within WeWork, Spitalfields, a vibrant coworking space in East London's tech hub. The open-plan layout fosters collaboration and networking among teams such as Marketing, Customer Success, Sales, Account Management, Finance, Legal, and People teams. The office features an on-site cafe, rooftop terrace/bar, regular wellness and cultural events, and fully stocked kitchens for the convenience of the staff.

Job Title: VP of Customer Success

The Role

As the VP of Customer Success, you will report directly to the CEO and demonstrate a successful track record in developing and scaling SaaS Customer Success teams. Your responsibilities will include leading a knowledgeable and proactive customer-facing team, fostering a culture of accountability and excellence within the organization. You will play a crucial role in transitioning the company towards a value-driven Customer Success approach and advocating for customer interests across various business functions.

What You'll Do

  • Develop and execute a comprehensive Customer Success strategy aligned with business objectives.
  • Lead and mentor a high-performing Customer Success and Onboarding team.
  • Define and track value metrics for customers and manage the post-sale customer journey.
  • Design a customer segmentation system and maintain a Customer Health score.
  • Engage directly with customers to ensure their needs are met and advocate for customers' interests within the company.

Requirements

  • Inspirational & Experienced Leader
  • Value-Driven
  • Customer-Centric Enthusiast
  • Problem Solver
  • Systems Thinker
  • Collaborative Team Player
  • Strong Communicator
  • Continuous Learner
  • MarTech Knowledge (optional)

Benefits

WHAT WE OFFER

Joining Turtl comes with a competitive base salary, share options, up to 25 holidays, birthday leave, workplace pension, life assurance, and Benefit Hub schemes. We provide a flexible hybrid working model that allows employees to split their time between home and the office.

EQUAL OPPORTUNITIES STATEMENT

At Turtl, we are dedicated to building a diverse workforce that reflects all individuals regardless of background. We welcome applications from candidates of all races, ethnicities, religions, ages, gender identities, sexual orientations, disabilities, and neurodiversities. We strive to create a comfortable and inclusive recruitment experience for all applicants.