Customer Success Manager

Job Description

Turnitin is a global education technology company dedicated to protecting academic integrity and improving learning outcomes worldwide. For more than 25 years, the company has partnered with educational institutions, publishers, and organizations to provide innovative learning integrity solutions used in over 185 countries. Turnitin operates with a remote-first culture and employs professionals across more than 35 countries.

Location: Atlanta, Georgia, United States (Remote)
Job Type: Full-Time
Salary: $77,700 – $129,500 per year (plus commission)

Key Responsibilities

• Manage customer retention efforts by securing renewals and identifying opportunities for account expansion.
• Develop and execute customer success plans that help institutions maximize the value of Turnitin solutions.
• Build and maintain strong relationships with stakeholders, including faculty, administrators, and executive leadership.
• Conduct data-driven business reviews and provide recommendations to improve customer outcomes.
• Monitor customer engagement, product usage, and satisfaction metrics to proactively address risks.
• Collaborate with sales, marketing, and product teams to deliver a seamless customer experience.
• Gather and communicate customer feedback to support product improvements and business strategies.
• Identify customer advocates for case studies, testimonials, references, and community engagement initiatives.

Requirements

• Minimum of 5 years of experience in Customer Success, Account Management, or a related client-facing role within SaaS or EdTech.
• Proven ability to achieve or exceed customer retention, renewal, upsell, and satisfaction targets.
• Strong experience building and managing executive-level customer relationships.
• Solid understanding of the education technology sector and academic integrity solutions.
• Excellent communication, presentation, and relationship management skills.
• Strong analytical and organizational abilities with a data-driven approach to customer success.
• Experience using CRM and customer success platforms such as Salesforce, Gainsight, or similar tools.
• Ability to manage multiple accounts while delivering a high level of customer support and engagement.
• Collaborative mindset with a passion for education and continuous learning.

Preferred Qualifications

• Residence within or near the assigned territory, including North Carolina, South Carolina, Georgia, Florida, Alabama, Mississippi, Louisiana, or Tennessee.
• Knowledge of the higher education industry and its evolving challenges.

Benefits

• Remote-first work environment
• Comprehensive health care coverage
• Education reimbursement programs
• Competitive paid time off
• Self-care days and paid holidays
• Paid volunteer time off
• Charitable contribution matching
• Monthly wellness or home office reimbursement
• Employee assistance and mental health support programs
• Parental leave benefits
• Retirement plan with employer contributions