Karen Turtle
Belfast
Summary
Experienced Customer Success Manager with a strong focus on high-value enterprise accounts. Skilled in leading onboarding and training programs, creating scalable learning resources, and partnering across teams to inform product and process improvements. Proven track record of maintaining near-100% enterprise retention while driving adoption and delivering meaningful outcomes for customers in remote, high-autonomy environments. A passionate customer advocate, adept at understanding client goals, solving complex challenges, and fostering long-term satisfaction, engagement, and loyalty.
Overview
12
12
years of professional experience
Work history
Customer Success Manager (Training Lead)
Intelligent Editing (PerfectIt)
Belfast
2022.06 - 2026.04
- Lead onboarding, adoption, and ongoing success for 40 enterprise customers and provide training support for over 160 lower-tier accounts, achieving near-100% retention for enterprise clients.
- Design and deliver structured training programs and learning assets to improve product mastery across customer tiers.
- Identify at-risk accounts and proactively address issues to support renewal and satisfaction.
- Collaborate with Product and Engineering teams to log feature requests and communicate customer feedback, influencing roadmap decisions.
- Support renewals and identify expansion opportunities within existing accounts.
- Conduct product training for all company new-hires.
- Represent the company at industry events and webinars, and deliver product demos.
- Maintain detailed account documentation to ensure cross-functional visibility and consistent customer experiences.
Editor and News Writer
Engoo
Belfast
2021.03 - 2022.06
- Researched, wrote, edited, and fact-checked daily news content for global English language learners.
- Collaborated cross-functionally to ensure accuracy, tone, and alignment with audience learning objectives.
Editor and Content Manager
Cloudmore
Belfast
2018.11 - 2020.07
- Developed and delivered creative content that positions Cloudmore positively and in line with strategic objectives.
- Wrote IT services-focused op-eds and blogs.
- Edited and proofread all customer-facing content.
- Supported content distribution to online channels and social media platforms.
- Worked closely with colleagues to create and deliver core campaigns in support of the corporate narrative and firm vision.
Customer Success Manager
Quacquarelli Symonds (QS)
London
2014.04 - 2016.12
- Managed European and APAC accounts, providing consultative guidance on international student recruitment and marketing strategies.
- Supported new business acquisition alongside Account Managers and ensured seamless handoff from sales to delivery.
- Owned the customer lifecycle through event planning, campaign execution, and post-event follow-up.
- Facilitated international student recruitment event preparation and follow-up.
- Oversaw online advertising and content collection, scheduling and reporting.
Education
MA (Joint Honours) - French & Spanish
University of St Andrews
PGDip - Applied Linguistics
University of Birmingham
Certificate in Teaching English to Speakers of Other Languages (CELTA) - undefined
International House
BudapestSkills
Customer onboarding, adoption, and retention
Internal product training and enablement
Customer training and product demonstrations
Renewal support and account management
Multi-stakeholder relationship management
Cross-functional collaboration
Customer advocacy
Customer success process optimisation
CRM documentation and account tracking
Microsoft office suite mastery
Exceptional communication
Onboarding processes
Websites
LANGUAGES
French - Advanced (C1)
Spanish - Advanced (C1)
REFERENCES
References available upon request
EARLIER CAREER
- I've worked in three main areas to date: customer success, editing and content writing, and ESL teaching. Across these roles, I have designed and delivered courses, created educational materials, managed teams, and developed content for clients and learners, gaining extensive experience in training, customer support, and stakeholder communication.
- See full employment history on LinkedIn: https://www.linkedin.com/in/karen-e-turtle/
Timeline
Customer Success Manager (Training Lead)
Intelligent Editing (PerfectIt)
2022.06 - 2026.04
Editor and News Writer
Engoo
2021.03 - 2022.06
Editor and Content Manager
Cloudmore
2018.11 - 2020.07
Customer Success Manager
Quacquarelli Symonds (QS)
2014.04 - 2016.12
PGDip - Applied Linguistics
University of Birmingham
Certificate in Teaching English to Speakers of Other Languages (CELTA) - undefined
International House
MA (Joint Honours) - French & Spanish
University of St Andrews