Manager, Customer Success (SecEd Region)

Company: Turnitin
Location: Remote

About Turnitin

Join Turnitin, a recognized innovator in the global education space for over 25 years. We partner 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. Protecting the value of authentic education is at the heart of who we are. Experience a remote-first culture that empowers you to work with purpose and accountability, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community is unified by a shared desire to make a difference in education.

About the Role

The Go-To-Market team in the SecEd region is central to 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 techniques to drive customer retention and growth.

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 & Analytical Skills:

• 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.

Requirements

Required:

• 5+ years of CSM experience in EdTech/SaaS.
• 2+ years of Sales Management experience.
• Proficiency with SFDC, Google Workspace, and Zoom.
• Experience working with Tableau.
• Confident in analyzing data to make strategic decisions.
• Confident in development coaching and leadership skills.

Turnitin Elements:

• Coaching & Team Building
• Resourcefulness
• Adaptability
• Accountability

Additional Information

Salary Range: $91,935/year to $153,225/year (bonus eligible)

Total Rewards @ Turnitin:

Turnitin offers a comprehensive Total Rewards package that goes beyond compensation, including intrinsic rewards of making a positive impact on global education and extrinsic rewards such as:

• 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

(* varies by country)

Turnitin is committed to fostering a diverse and inclusive workplace. We encourage candidates to apply even if they don't meet 100% of the qualifications. We are an equal opportunity employer.