Note: The job is a remote job and is open to candidates in USA. Turnitin is a recognized innovator in global education, partnering with educators and institutions for over 25 years. They are seeking a dynamic Manager of Customer Success to lead a team focused on customer engagement, retention, and growth through exceptional experiences and strategic account management.

Responsibilities

• 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
• 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
• Exceptional ability to communicate, present, and build partnerships with contacts both inside and outside your immediate area of expertise
• A track record of using data and process-oriented thinking to solve diverse, complex business problems

Skills

• 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
• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

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