Customer Success Manager, Turtl
Content automation platform
Job no longer available
Content automation platform
101-200 employees
Job no longer available
101-200 employees
Company mission
Turtl's mission is to help communicators realize their full potential and become everyone's preferred way to tell their stories.
Role
Who you are
- You have prior experience in a customer success manager role, ideally within a B2B environment
- You are confident in presenting product-based training to customers on both a one-to-one and group basis
- You are a great communicator and problem solver
- You are organized, methodical and have strong attention to detail
- You have strong stakeholder management skills, and an ability to influence any stakeholders internally and externally
- You have an ability to analyze user feedback to identify improvements
- Prior knowledge in marketing or content marketing would be helpful, as the role involves content reviews (and building new content in the tool for existing customers) to advise customers of the best way to maximize their use of Turtl
- Prior experience with supporting projects around integrations of tech would be advantageous
What the job involves
- Reporting into a Senior Customer Success Manager, you are responsible for helping ensure that the customer achieves the maximum value from the Turtl licence that they have purchased and ultimately wants to renew their licence
- Your role is to provide operational and consultative support to our customers and their management teams - For every customer you must understand their purchasing reasons, set clear success indicators and help the customer maximize the value that they achieve by using Turtl
- You will develop close relationships with users and ensure that we understand the successes and challenges in their Turtl usage
- You will review and ensure that every user of our software within the portfolio of accounts you support gets the right training, support, guidance and advice they need to maximize the value they see from Turtl
- You will track user engagement levels and identify when there may be the need to facilitate additional coaching/training sessions
- You will need to understand the use cases for each of your account and support the customer to identify new use cases
- You will work closely with wider internal teams to promote new product features within your customer base as the Turtl product evolves
- Whilst we have an onboarding team you will need to be capable of leading focused on-boarding programmes and training sessions across the customer lifecycle
- You will lead on consultations with your accounts understanding the user’s goals and success measurements for the pieces of content they want to produce. You’ll be expected to support users in achieving these goals and this typically may involve training and helping to create, publish and analyze the performance of exceptional content on the Turtl platform
- You will promote Turtl’s Analytics features and work proactively with your stakeholders to share insights on how their content has performed
- You will support integration work with any of the customer’s other digital tools (such as CRM, marketing automation systems, analytics system etc), passing technical details over to the engineering team as necessary
- As users interact with the Turtl platform, we capture a variety of activity metrics to help us see who’s really engaged and who’s usage is waning. You will need to understand each user group and their objectives for Turtl, analyze the engagement metrics, using Vitally, to monitor usage levels, flag churn concerns to the relevant renewal manager and make successful interventions to get people back into the tool and using our software successfully
- You will spot check content being created by users to make sure it is as good as possible, making suggestions for improvement as necessary
- You will identify opportunities for upsell and expansion within your accounts and pass these to the relevant colleague to follow up
- You will manage customer projects - creating project plans, updating them regularly and communicating well to ensure the customer and internal stakeholders stay on track
- You will use Vitally to track health scores and make early interventions to improve overall health
Our take
Working on a research management project with psychology professionals at the University of Oxford made Nick Mason, the co-founder, realise that most companies market themselves in ways that go against how we absorb and remember information.
As a solution to this problem, he founded Turtl - a content creation software that uses psychological principles to help companies create engaging and impactful content. The startup differentiates itself in the market through its psychology-based digital format that is scientifically proven to increase reader engagement by over 70%, which leads to better marketing outcomes at a fraction of the cost.
Turtl aims to maintain its competitive advantage by constantly innovating and developing its software to provide better marketing and sales results. For example, in 2022 it launched a new tool that allows companies to customize content at scale based on the interests and needs of the target audience.
The startup was founded in 2014 and has opened up a US and UK office since then. Turtl generates over $1.5M in revenue per year and it counts Toyota, Cisco, Allianz, Baker McKenzie, and T. Rowe Price among its clients.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Sep 2021
$16.3m
SERIES A
Total funding: $16.3m
Company benefits
- Flexible working - We operate a hybrid working model, with the option to work with teams based in several locations
- Pension - UK employees will be auto-enrolled into our company pension scheme provided through Aviva. US employees will be enrolled into 401 (K) after 6 months
- Life insurance - UK employees are provided with 4x basic annual salary if the worst were to happen. US employees have Life Insurance, Health, Dental Care and Eye cover
- Well-being - We have third party experts on hand to support with family care, money management, bereavement, stress, health and wellbeing
- Training - We have a range of courses, online learning and webinars to help you develop your skills
- Team socials - We organize top-notch company socials that are enjoyable for everyone
- Share options - All our permanent employees receive share options
- Extra time off -Everybody is entitled to a day off each year on their birthday
Company HQ
Spitalfields, London, UK
Leadership
Nick Mason
(CEO & Chief Storytelling Officer)Previously was a developer at Tutt and then founded Turtl in 2014.
Mark Sallows
(Advisor)Previously founded Pointer in 2006. Since then has been Chairman of Fry, Non-Executive at Greengage Environmental and also Howoco. They co-founded Turtl, and served as CEO until 2016.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job