[Remote] Copy of Customer Success Manager (USA Remote)

Note: The job is a remote job and is open to candidates in USA. Turnitin is a recognized innovator in the global education space, seeking a passionate Customer Success Manager. The role focuses on building trusted relationships with educational institutions, driving customer adoption and retention, and identifying growth opportunities through upsells and referrals. 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 Skills • 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 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 Company Overview • Academic integrity starts here. It was founded in 1996, and is headquartered in Oakland, California, USA, with a workforce of 501-1000 employees. Its website is http://www.turnitin.com/. Apply tot his job Apply To this Job