Customer Success Manager; Remote

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For over 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 21,000 academic institutions, publishers, and corporations use our services:
Feedback Studio, Originality, Grade scope, Exam Soft, Similarity, and iThenticate.

Experience a remote‑centric culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well‑being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.

Turnitin, LLC is an equal opportunity employer – vets/disabled.

Customer Success Manager:

• Manages a portfolio of complex clients, handling contract renewals, complex escalations, and account growth.
• Builds strong relationships with decision‑makers to scale accounts.
• Mentors and supports team members.
• Ensures customers get the most value from solutions, retaining them and growing usage and adoption.

• Manages a portfolio of complex/larger value key accounts, ensuring client success and satisfaction.
• Partners closely with customers to understand their pain points, business needs, and objectives, and to sell the value of Tii products.
• Provides robust expert support and advice about Tii products, features, and opportunities, enabling client accounts to grow.
• Collaborates to ensure clients renew with an appropriate price uplift and preferably with upsell opportunities.
• Effectively communicates the value proposition of Tii products and services to clients.
• Works with all members of the GTM team to analyze client data, identify growth opportunities, and prepare plans to address issues and realize growth opportunities.
• Passes proactive feedback about products/features/problems from clients to internal stakeholders, representing the voice of the client.
• Works with all members of the GTM team to ensure Tii are building and maintaining strong, long‑lasting customer relationships.
• Executes a strategic plan to expand the customer base from within the existing accounts managed.
• Liaises closely with Sales/T&I Teams to take a hand‑over on key accounts, ensuring a seamless service experience for the client.
• Works closely with Marketing regarding the communication and lead generation events required in the market/area.
• Ensures that all internal systems, processes, and ways of working are fully completed timely and diligently, in line with company standards.
• Communicates effectively between the Client/Customer and Product teams, and documents Client/customer requests appropriately.
• Strong team player, Coaches, advises, and supports Sales team members, acting as a mentor or a buddy to other members of the team.
• Tracks own performance, provides general data and reports, and updates as required.
• Generates referral leads for the Sales team through customer networks and relationship building.
• Actively progresses own personal development.

• 3 plus years of related work experience
• Relationship Building
• Accountability

The expected annual base salary range for the Customer Success Manager position is: $69,930/year to $116,550/year
. The expected annual base salary range for the Associate Customer Success Manager position is: $54,000/year to $90,000/year
. The positions are bonus eligible/commission‑based.

As a Remote‑First company, actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job‑related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin Turnitin maintains a Total Rewards package that is competitive within the…