Customer Success Manager, Turnitin
$77.7-129.5k
+ Bonus eligible / commission-based
Plagiarism detection software
Job no longer available
Plagiarism detection software
501-1000 employees
Job no longer available
$77.7-129.5k
+ Bonus eligible / commission-based
501-1000 employees
Company mission
Turnitin's mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Role
Who you are
- 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
- 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
- At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!
What the job involves
- 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
- Success Metrics:
- 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
Our take
Turnitin has a global reputation for being one of the best plagiarism detection softwares on the market. It’s well-earned, too. Besides simple paraphrasing plagiarism, its software also employs sophisticated techniques like identifying macro replacement and analysing metadata to weed out essay mill papers.
Academic plagiarism has become increasingly complex over the years, exacerbated in part by the COVID period of online schooling, and in part by a skyrocketing rise in computer literacy and plagiarism tricks. Software like Turnitin is therefore playing an increasingly crucial role in maintaining academic integrity. Additionally, it helps understaffed institutions ease the burden placed on a teaching workforce which are, in some regions, perilously close to collapse.
Turnitin is not without its issues, however. Some institutions lean too heavily on the software, and essay mills have begun using Turnitin software to prove product authenticity. Historically, Turnitin has neatly addressed these problems by releasing new or improved capabilities including Chat GPT screening updates in 2023. If it can continue to demonstrate remarkable competence and proactive development in this regard, Turnitin’s glowing reputation seems assured.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Health Insurance
- Dental Insurance
- Disability Insurance
- Life Insurance
- Vision Insurance
- Accidental Death & Dismemberment Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Supplemental Life Insurance
Company HQ
Downtown, Oakland, CA
Leadership
Chris Caren
(CEO)Held a number of senior positions at major corporations, including serving as a GM at Microsoft, and a board member at Avetta, Liaison International, Illuminate Education, and The IRONMAN Group. They are additionally a member of YPO and chairman of Procare Solutions.
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