Note: The job is a remote job and is open to candidates in USA. Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years to develop learning integrity solutions. They are seeking an experienced Customer Success Manager who will help educational institutions maximize their investment in Turnitin's solutions by driving adoption, securing renewals, and fostering strong relationships with stakeholders.
Responsibilities
- Own customer retention and growth: Secure renewals and identify opportunities for expansion and referral-based cross-sells within assigned accounts
- Drive adoption and outcomes: Ensure customers are achieving measurable value from our solutions by developing success plans, sharing best practices, and leading data-driven business reviews
- Build trusted relationships: Engage stakeholders across all levels of the institution—from administrators and faculty to executive leadership—to strengthen advocacy and partnership
- Act as the customer’s voice: Represent customer feedback internally to Product, Marketing, and Sales teams to inform roadmap and go-to-market strategies
- Collaborate to win: Partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless customer experience from onboarding through renewal
- Monitor health and engagement: Leverage customer insights, usage data, and satisfaction metrics to proactively address risks and ensure long-term success
- Champion customer advocacy: Identify and nurture advocates who can participate in case studies, references, and peer community events
Skills
- 5+ years of experience in Customer Success, Account Management, or a similar client-facing role within SaaS or EdTech
- Proven track record of meeting or exceeding renewal, upsell, and customer satisfaction targets
- Strong ability to build and maintain executive-level relationships
- Deep understanding of the education technology landscape and the unique challenges of teaching, learning, and academic integrity
- Excellent communication, presentation, and storytelling skills—able to articulate value and outcomes clearly to diverse audiences
- Highly organized, data-driven, and adept at managing a portfolio of accounts with discipline and empathy
- Proficiency with CRM and Customer Success tools (e.g., Salesforce, Gainsight, etc.)
- A collaborative teammate with a growth mindset, resilience, and a passion for education
- Located in or close to the covered territory: NC, SC, GA, FL, AL, MS, LA, TN
- Knowledge of the higher education industry
Benefits
- Remote First Culture
- Health Care Coverage
- Education Reimbursement
- Competitive Paid Time Off
- Self-Care Days
- National Holidays
- 2 Founder Days + Juneteenth Observed
- Paid Volunteer Time Off
- Charitable Contribution Match
- Monthly Wellness or Home Office Reimbursement
- Access to Employee Assistance Program (mental health platform)
- Parental Leave
- Retirement Plan with match/contribution
Company Overview
Academic integrity starts here. It was founded in 1996, and is headquartered in Oakland, California, USA, with a workforce of 501-1000 employees. Its website is http://www.turnitin.com/.