Copy of Customer Success Manager (USA Remote)

Turnitin, LLC•Washington, DC

1d•Remote

About The Position

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.

Requirements

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.

Responsibilities

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.