Customer Success Manager

About

Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years. We provide learning integrity solutions such as Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate to more than 16,000 academic institutions, publishers, and corporations in over 185 countries. Our remote‑first culture empowers you to work with purpose and accountability while supporting your overall well‑being.

We are seeking an experienced, relationship‑driven Customer Success Manager (CSM) to help secondary educational institutions realize the full value of our solutions. The role sits at the intersection of customer partnership and commercial impact, focusing on retention, adoption, and growth through renewals, upsells, and cross‑sell referrals.

Key Responsibilities

• Own customer retention and growth: secure renewals and identify expansion and referral‑based cross‑sell opportunities within assigned accounts.
• Drive adoption and outcomes: develop success plans, share best practices, and lead data‑driven business reviews to ensure measurable value.
• Build trusted relationships: engage stakeholders at all levels—from administrators and faculty to executive leadership—to strengthen advocacy.
• Act as the customer’s voice: represent feedback internally to Product, Marketing, and Sales to inform roadmap and go‑to‑market strategies.
• Collaborate to win: partner closely with Account Executives, Solutions Consultants, and Marketing to deliver a seamless experience from onboarding through renewal.
• Monitor health and engagement: leverage usage data and satisfaction metrics to proactively address risks and ensure long‑term success.
• Champion customer advocacy: identify and nurture advocates for case studies, references, and peer community events.

Qualifications

• 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 within K‑12 education institutions.
• Deep understanding of the education technology landscape and 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.).
• Collaborative teammate with a growth mindset, resilience, and a passion for education.

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.

Compensation

• Annual base salary range: $77,700 – $129,500.
• Bonus eligible / commission‑based.
• Actual compensation determined by location, experience, skills, and other relevant factors.

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

Our Values

• Customer Centric – Put educators and learners at the center of everything we do.
• Passion for Learning – Commit to internal growth and support education worldwide.
• Integrity – Core of our products, interactions, and partnerships.
• Action & Ownership – Bias for action, act like owners, embrace change.
• One Team – Break down silos, collaborate, celebrate each other’s successes.
• Global Mindset – Celebrate diversity and consider different perspectives.

Additional Information

We recognize it’s unrealistic for candidates to fulfill 100 % of the criteria. If you meet the majority of the requirements and are eager to learn and unleash your potential, we encourage you to apply.

Turnitin, LLC is an Equal Opportunity Employer – veterans/disabled.