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.
Required:
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.
Desired:
Located in or close to the covered territory: NC, SC, GA, FL, AL, MS, LA, TN
Knowledge of the higher education industry.
The expected annual base salary range for this position is: $77,700/year to $129,500/year . This position is commission-based.
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they're only part of the value you receive in exchange for your work.
Beyond compensation, you'll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You'll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
Integrity: Integrity is the heartbeat of Turnitin-it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it's hard.
One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.
Global Benefits
Remote First Culture
Health Care Coverage
Education Reimbursement*Competitive Paid Time Off
Self-Care Days
National Holidays
2 Founder Days +
Benefits
Health insuranceRemote work optionsEquity / stock optionsPerformance bonus
Additional Information
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.
Turnitinllc · Chicago, IL