Customer Success Manager, Turnitin

• 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
• 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

Desirable

• 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