Manager, Customer Success - Secondary Education East Coast (USA Remote)

Responsibilities

• Team Leadership & Development:
• Lead, mentor, and coach a team of Customer Success Managers (CSMs), ensuring they deliver exceptional customer experiences and achieve their KPIs.
• Conduct regular 1:1s, performance reviews, and development planning sessions to support team growth and engagement.
• Operational Excellence:
• Monitor and analyze team performance metrics
• Ensure adherence to best practices, processes, and playbooks to drive consistent and scalable customer success outcomes.
• Work cross-functionally with Marketing, Product, and other Supporting teams to address customer needs and align on strategic goals.
• Communication Skills: Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise.
• Analytical Thinking: A track record of using data and process-oriented thinking to solve diverse, complex business problems.

Requirements

• 5+ years of CSM experience in EdTech/SaaS
• 2+ years of Sales Management experience
• Confident working with; SFDC, Google workspace and Zoom
• Some experience working with; Tableau
• Confident in analyzing data to make strategic decisions
• Confident in development coaching and leadership skills
• Tii Elements:
• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability
• Additional Information
• The expected annual base salary range for this position is: $91,935/year to $153,225/year . This position is bonus eligible.
• 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 g

Additional Information

Company Description When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines. Job Description The Go-To-Market team in the SecEd region is at the heart of driving customer engagement, retention, and growth. We focus on delivering exceptional customer experiences, ensuring value realization, and supporting strategic business objectives through proactive customer success management and targeted account strategies. We are seeking a dynamic, strategic, and resilient Manager of Customer Success to lead a team of high-performing individual contributors. In this role, you will translate functional plans into concrete operational processes, manage resources to meet critical schedules, and influence the techniques we use to drive customer retention and growth.

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