VP of Customer Success

1 week ago

London, Greater London, United Kingdom Turtl Full time

Turtl is a London-based B2B SaaS company. Founded in 2015, we have grown to 400+ customers and 100+ team members. Initially bootstrapped and later angel-funded, we completed a successful Series A round with Octopus Ventures in late 2021.

Our mission is to put performance at the heart of every online document. We do this by providing a market-leading content platform based on the psychology of how we read, backed by intuitive authoring tools, market-leading analytics and patented personalization capabilities. The documents our customers produce on our platform cover a wide range of use cases - from thought leadership to proposals and from case studies to partner comms - and have been independently proven to engage readers for up to 10x longer than the available alternatives, such as PDF. While our history lies in serving exclusively blue-chip businesses on enterprise licenses, our future - and an accelerated growth trajectory - lies in a combination of a product-led go to market and a series of exciting, industry-leading product innovations in the field of AI and automation. These innovations have the potential to permanently change the way businesses look at content production and performance. Turtl is squarely focused on this next exciting stage of growth, which brings with it many new opportunities and challenges. It's a fast-paced work environment, so we're looking for talented people who want to continuously learn and actively embrace challenges. You'll find Turtl a straightforward and open place to work, where colleagues can be relied on to help. If you're ready to take on a new challenge, then it's a great time to be joining the 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, Account Management, 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. Finally, the role will be hungry to get direct exposure to customers on the front line when appropriate, either as part of an escalation process or through other means to ensure that we continue to refine what we do based on exposure to real customers and their needs. What You'll Do Develop, own, and drive forward a comprehensive Customer Success strategy that aligns with our business goals and drives customer value. Build, lead, and mentor a high-performing Customer Success and Customer Onboarding team, fostering a culture of excellence and accountability. Define and own the drivers of value and related metrics for our customers across the range of product use cases and outcomes in our book. Map and own the end-to-end post-sale customer journey in support of these value drivers, including milestones, touchpoints, expectations and escalation points. Design and manage an appropriate customer segmentation system to ensure the right levels of service, support and success activities on a per-customer basis. Design and manage a functional Customer Health score to accurately determine the success of each customer in achieving their journey and value drivers. Be present on the front-line as and when appropriate to support and learn. Advocate for the interests of the customer cross functionally. In short: clearly articulate a suitable vision, plan and framework(s) for the future of the Customer Success function, make it happen, and report on progress through KPIs to drive improved customer health, retention, expansion and advocacy. Requirements
  • Inspirational & Experienced Leader: Proven track record of leading customer-facing organizations, driving value in recurring revenue businesses, and inspiring high-performing teams while fostering a culture of excellence and accountability
  • Value-Driven: Expertise in identifying and articulating commercial value drivers for both the business and its customers, particularly in a recurring revenue context
  • Customer-Centric Enthusiast: Passionate about customers and products, with a genuine obsession for enhancing the customer experience
  • Problem Solving: Demonstrates a proactive "just get it done" attitude, taking initiative to address challenges head-on
  • Systems Thinker: Skilled at conceptualizing, designing, and implementing the necessary structural components of a Customer Success operation
  • Collaborative Team Player: Works effectively with other functions to serve customers better, and is assertive when needed to drive customer-focused initiatives
  • Strong Communication: Great communication skills with the ability to influence through persuasion, negotiation, and consensus building
  • Continuous Learner: Committed to ongoing learning and improvement, staying up to date with industry trends and best practices
  • MarTech Knowledge: Familiarity with marketing technology (MarTech) is advantageous
Benefits WHAT WE OFFER We offer a competitive base salary, share options within Turtl, plus up to 25 days of holidays (plus bank holidays), as well as a birthday day off. You'll be enrolled in our workplace pension, life assurance and Benefit Hub schemes. We offer our employees a flexible approach to hybrid working where they can split their time between working from home and the 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.
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