Job Description

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.

Key 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.

Qualifications

• 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.

Success Metrics

• Achieves or exceeds renewal and upsell targets.

• Drives adoption and demonstrable customer outcomes.

• Expands relationships across institutional stakeholders.

• Maintains high customer health and satisfaction scores (NPS/CSAT).

• Generates qualified cross-sell referrals in partnership with Sales.

• Builds advocates who amplify the customer story within the education community.

Additional Information

The expected annual base salary range for this position is: $XXX,000/year to $XXX,000/year. This position is bonus eligible / commission-based.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

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.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

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 + 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

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.