Customer Success Manager; Remote

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 25 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Turnitin products are used by educational institutions and certification and licensing programs to uphold integrity and increase learning performance, and by students and professionals to do their best, original work.

Experience a remote‑first 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.

We’re looking for an experienced, relationship‑driven Customer Success Manager (CSM) who is passionate about helping educational institutions realize the full value of their investment in our solutions. The ideal candidate thrives at the intersection of customer partnership and commercial impact—someone who builds trusted relationships, drives adoption, and proactively identifies opportunities for growth through renewals, upsells, and cross‑sell referrals.

• 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.

• 3+ 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 within higher education institutions.
• 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, Totango, etc.).
• A collaborative teammate with a growth mindset, resilience, and a passion for education.

• Achieves or exceeds renewal and upsell targets.
• Drives adoption and demonstrable customer outcomes.
• Expands relationships across institutional stakeholders.
• Maintains high customer health and satisfaction scores (NPS/CSAT).
• Generates qualified cross‑sell referrals in partnership with Sales.
• Builds advocates who amplify the customer story within the education community.

The expected annual base salary range for this position is: $77,700/year to $129,500/year
. This position is bonus eligible / commission‑based. Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work…